Contracts that arrive correct, and arrive at all.

Agility is an FMO, a company that gets insurance agents appointed (approved to sell) with carriers like Aetna and Humana. I redesigned the form agents use to contract with Agility and helped architect how it talks to Zoho CRM. Live since March 2025, it takes more than 100 contract submissions a week.

Three complaints about one form, and a data problem under them

At the start of 2025 the CEO brought us the old multi-step Zoho form with three complaints: it looked poor, contracts were getting lost, and the ones that came through had the wrong fields, so customer service was slow and agents waited longer to sell.

I pulled every input out of the old form before drawing anything. The real problem: the form had no idea who was filling it in. An independent agent and an agency agent answered the same questions, and Zoho got the same record for both.

• INDEPENDENT AGENTContracts with Agility on their own.
• AGENCY AGENTContracts through an agency, so its NPN and allowed carriers must be right.
• CUSTOMER SERVICEOpens the record in Zoho. The record is the real output.

Ask agent or agency first, then show only what applies

I replaced the multi-step form with one standardized page. The first question is whether you are contracting as an agent or an agency. Choosing agency reveals the agency name and agency NPN, so an independent agent never sees fields that do not apply.

Carriers come from markets and states, so most wrong picks never appear

The carrier grid only shows carriers available for the markets and states the agent picked. Each market has a color, repeated on every carrier chip as a badge with a letter, A for ACA and M for Medicare, so color is never the only signal.

The NPN lookup does the checking, not the agent

The NPN (National Producer Number) is an agent’s license ID. I helped our engineer architect how the form uses it, so Zoho confirms who the agent is instead of trusting what they type.

01 SUBMIT

The agent’s NPN and carrier picks go to Zoho.

02 FIND

The NPN tells Zoho which agency the agent belongs to.

03 CHECK

Each pick is checked against the carriers that agency may contract.

ALLOWED

Zoho writes the contract back with fields like sub-producer already set, ready to work.

NOT ALLOWED

The submission lands in an error form with the reason, instead of disappearing.

Before and after

• 100+ A WEEKContract submissions, live since March 2025.
• MONTHS TO A WEEKContracting time, tracked: about a week now.
• NONE LOSTA problem submission lands in the error form.

THE FORM

Multi-step before, one standardized page now.

WHO IS FILLING IT IN

The form could not tell. Now the agent says agent or agency, and the NPN confirms it.

CUSTOMER SERVICE

Slow on every contract before. Now they open a record that is ready to work.

QA

After launch I ran all the testing myself: every user type through the live form, and the record each one produced in Zoho.

What I would do differently

CAPTURE THE BEFORE

The old form was deleted at launch, so the before exists only in words.

NEXT VERSION

A version fixing the button hierarchy and copy is designed and waiting on the business to schedule it.