saved per Account Manager in the first 30 days
run per Account Manager in the first 30 days
across Buckner’s 110+ account managers
“For the first time in a long time, our account managers have some breathing room. They're less stressed, more efficient, getting more done in less time, and that's something I really like to see. I don't like seeing account managers in the office around 6 or 7 o'clock, and more and more of those people are leaving closer to 5, and that makes us all pretty happy.”
Dorian Ducker
VP Ops, Buckner
The problem
Manual Workflows Capped What Buckner's Team Could Deliver
Buckner has spent decades building a reputation as a customer‑first brokerage. That commitment, along with deep subject-matter expertise, has driven steady growth and built one of the most trusted names in the market.
Maintaining that standard at scale falls to Dorian Ducker, Vice President of Operations and Client Services. Dorian oversees all account managers (AMs) responsible for renewals and new business, while also owning Buckner’s processes and tech stack. In his view, every decision should empower AMs to extend their capacity without sacrificing service or compliance.
That conviction led Dorian to proactively evaluate where automation could relieve team pressure. Manual workflows like policy checking, document comparisons, and coverage gap analysis pulled AMs into fragmented, line-by-line reviews across their AMS, carrier portals, and emails. Automating those processes would unlock three outcomes:
Better work-life balance for his team
Efficiency gains that enable more competitive AM compensation
More time for AMs to take on high-value, strategic client work
Drawing on his change management background, Dorian also knew he needed the right partner, not just the right tool. He vetted platforms against three non-negotiables: strategic partnership, an intuitive UI, and deep AMS and email integrations.
Dorian first heard about Fulcrum through an industry peer group. After a hands-on evaluation, Fulcrum stood out for its integrations, quick support, and a team that’s genuinely invested in Buckner’s success.
The solution
AI Workflows Put Policy Checking and Document Review on Autopilot
From day one, Fulcrum acted as an extension of Dorian’s team. Rather than pushing a standard implementation plan, they tailored the rollout to Buckner’s needs with live support in a dedicated Microsoft Teams channel. They also held weekly drop-in office hours and quarterly department check-ins.
Meanwhile, Dorian had complete visibility into who was adopting which workflows through Fulcrum’s built-in analytics dashboard. That visibility enabled him to stay ahead of change management and course-correct adoption gaps in real time.
With that foundation, Buckner’s AMs started routing core workflows through Fulcrum’s AI platform. By connecting directly to Buckner’s AMS and email, Fulcrum ingests insurance documents and generates client-ready outputs in one place without manual data entry.
From there, three workflows drove immediate impact across the team:
Policy checking: AMs run AI-powered checks across policies, review flagged discrepancies, and push updates directly to the AMS without leaving their system of record.
Coverage gap analysis: AMs route existing policies through Fulcrum to compare coverage against internal standards, surfacing gaps and limits issues in minutes.
Quote and document comparisons: AMs structure and compare carrier documents side-by-side in Fulcrum, trading line-by-line manual review for fast, client-ready summaries.
To drive toward 100% policy-checking compliance, Buckner is working on cross-referencing expiring policies and activities in the AMS against Fulcrum’s workflow to pinpoint where gaps remain. This would offer Dorian a precise, account-by-account picture of where adoption still needs to move.
Together, these workflows will give Buckner’s team the capacity to handle more accounts with less friction. With less time lost to manual tasks, Dorian can invest in more competitive AM compensation, protect the team’s work-life balance, and redirect focus to high-value client work.
The results
2,000+ Workflows Run and a Clear Path to Full Team Adoption
What started as a proactive efficiency play is reshaping how Buckner’s team works.
The impact:
8.5+ hours saved per user in the first 30 days
21+ workflows run per user in the first 30 days
85%+ adoption across Buckner’s 110+ account managers
Today, Buckner is driving toward 100% policy-checking compliance across all AMs, building a consistent, auditable process that minimizes E&O risk. Next, Dorian is moving toward team-wide deployment of Fulcrum’s proposal automation tool.
“Beyond the speed, the platform is incredibly intuitive and easy to use. We can onboard and train a new employee on how to use Fulcrum’s platform in a fraction of the time that it would take us to train and onboard on our legacy systems.”
— Dorian Ducker, VP Ops, Buckner
