Ulysses Campos is running a successful Farmers agency in San Antonio, TX, earning both Prime Agent and Topper Club recognition. His agency had prospects coming in and producers ready to sell them. The part that wasn't working sat in between: actually reaching the leads he'd already paid for.
"One of our biggest challenges was simply getting in contact with the leads we were already paying for. Like most agencies, we had plenty of prospects coming in, but many wouldn't answer phone calls or respond to voicemails." — Ulysses Campos
This is a different problem than not having time to follow up. The follow-up was happening. The phone was ringing. Prospects just weren't picking up, and voicemails weren't getting returned. Every unanswered call was a paid lead getting cold, or likely going to a competitor.
"We knew there were opportunities being missed simply because we couldn't start a conversation with them quickly enough."
The issue was channel and speed, not lack of effort. Phone-first outreach reaches a shrinking share of prospects, and the ones who don't answer a call often will respond to a text. The conversation just has to start somewhere on the channel they'll actually engage.
When Ulysses looked at Mav, the combination that stood out wasn't AI texting on its own. It was our unique approach of AI texting paired with a live call transfer.
"What stood out to me was Mav's AI-powered text conversations combined with the live transfer feature. Instead of replacing my sales team, it helps bridge the gap by engaging prospects through text and then transferring interested customers directly to one of my licensed producers."
Mav starts the conversation over text, where more prospects are willing to engage, and once someone is interested, it hands them off live to a licensed producer who can quote and close. The text-first approach opens contact that phone-only outreach misses, and the live transfer means an interested prospect reaches a human while they're still engaged.
"It seemed like a practical way to improve contact rates without adding more workload to my team."
He wasn't looking to replace producers or add a system his team would have to babysit. He was looking to reach more of the leads he'd already bought and route the interested ones to the people who close them.
Mav sits inside the existing follow-up process rather than alongside it.
"Mav has become an extension of our lead follow-up process. As new auto and home leads come in, Mav immediately begins engaging them through text while my producers continue focusing on quoting and closing business. When a prospect is ready to talk, the live transfer creates a seamless handoff to our team."
The system is simple, repeatable and scalable:
New Auto and Home leads go to Mav first. The moment a lead comes in, Mav starts a text conversation, without waiting for a producer to have a free moment.
Producers stay on quoting and closing. They aren't pulled off revenue work to chase contact. Mav does the reaching; they do the selling.
Interested prospects transfer live. When someone's ready to talk, Mav connects them directly to a licensed producer.
"It has helped us respond to leads faster and stay engaged with prospects that we may not have reached otherwise."
"The biggest improvement has been our overall contactability. We've been able to connect with more prospects than we were before, and those additional conversations have resulted in new policies that we likely would have missed."
More prospects reached leads to more conversations, and more conversations led to policies that otherwise wouldn't have happened. The gains came from contact rate, not dial volume — reaching people who weren't answering before, and maximizing the ROI on leads they were already purchasing.
The change he calls the biggest is about consistency.
"The biggest change has been knowing that every new lead is receiving immediate and consistent follow-up. Even when my team is busy helping other customers, Mav is working in the background to keep conversations moving. That has made our lead management process much more consistent and efficient."
Having producers focus on their strengths, building relationships, closing and binding policies, and giving Mav the background work is a formula that works. If you're considering adding an AI layer to your businesses, this is what you can expect.
"I'd tell them that Mav isn't a replacement for a strong sales team — it's a tool that helps your team have more conversations with qualified prospects. If you're looking to improve lead response times and increase contact rates, it's definitely worth considering."
He adds the condition that makes it work.
"Like any system, you'll get the best results when it's paired with a solid sales process and a team that's ready to convert the opportunities it creates."
AI texting starts the conversation with a new lead over text, the channel more prospects are willing to respond to. When a prospect is interested and ready to talk, live transfer connects them directly to a licensed producer on your team. The AI handles reaching and engaging; your producer handles quoting and closing.
No. In Ulysses Campos' words, it isn't a replacement for a strong sales team — it's a tool that helps your team have more conversations with qualified prospects. It reaches leads your producers can't get on the phone and routes the interested ones to them. Your team still does the selling and relationship building.
The gap many agencies hit isn't follow-up effort, it's contact. Prospects don't answer calls or return voicemails. Text reaches many of the people phone outreach misses, which raises overall contactability, the number of paid leads you actually start a conversation with.
The intent is the opposite. Mav engages new leads over text in the background while producers stay focused on quoting and closing. Producers get involved when a prospect is interested and transfers over, so their time goes to conversations that are already warm.
Based on this Farmers agency owner's experience, agencies with a solid sales process and a team ready to convert new opportunities can benefit the most. The tool creates more conversations with interested prospects; a ready sales process turns those into policies.
