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FreeAgent helps us move in the right direction. We no longer spend our time on things that aren’t going to add value at the end of the day.”

FastTrack FreeAgent CRM Customer Story Healthcare


Bedminster, NJ


Life & Disability Insurance

Favorite Feature

Custom Fields


⬆ Increased access to customer communications

 Response time from days to minutes 🕦

⚡ Launched targeted marketing campaigns

  • Healthcare Made Simple
    Making insurance simple and accessible for all 
  • Technology-centered                                              Using technology to optimize results
  • Experience-driven                                          Leveraging experience to help those in need
  • Supporting Inclusivity 
    Providing support to the marginalized and underserved

Our mission is to make things easier so that our clients are empowered to make better decisions – fact-based and data-driven decisions – founded on objective information garnered through the technology.

With FreeAgent, we have taken the noise off of the desks of our team members. Now, they have more time to interact with their end-users, the beneficiaries.”

FastTrack Customer Story

Teresa Thorson

Lead Generation Specialist | FastTrack

Experts in the Field of Disability Insurance

FastTrack was founded over 10 years ago, by a team of industry experts, with a mission to simplify the day-to-day administration of the disability insurance claims process. Their breadth of industry experience, coupled with their technological savvy and deep-held passion for those in need, make them uniquely suited to carry the disability insurance industry into the future.

Utilizing top-of-field technology, FastTrack optimizes and streamlines the administrative processes of disability insurance providers at every stage, from the initial gathering of claims information all the way through to the payout. They make it faster, easier, and less costly for their clients to manage all the administrative work that goes into claims processing. FastTrack removes the noise, so their clients can focus on what matters most- the needs of their beneficiaries.

→ Learn more about FastTrack

FreeAgent CRM FastTrack Customer Story
FreeAgent CRM FastTrack Customer Story


FastTrack’s knowledge and experience in the disability insurance space positioned them to make an immediate impact. As such, they grew quickly, and as their client list expanded, they knew they would need a way to manage those relationships. The spreadsheets and community knowledge base that had initially served them well were not sufficient to keep pace with their rapid growth, so they set out to find a system that could help them keep up with the demand and help them stay ahead.

Finding the right tools to manage their growing data pool was not a straightforward task. The medical insurance industry is a complex web of services and providers that all work together to cater to the needs of the countries most vulnerable. The relationship model that supports this network is intricate and nuanced, requiring detailed tracking of contacts and accounts in order to ensure that all opportunities are being realized. Every account that FastTrack manages can have a dozen contacts or more associated with it, and each of those contacts can utilize a different subset of FastTrack’s suite of services. FastTrack requires a flexible, dynamic, and scalable system to manage all that data.

We have really geared up our marketing plan, and FreeAgent has been our source of truth for all of the information we utilized for those efforts.

In a short period of time, we have added a lot of clients. We needed to keep track of all the contractual information and day-to-day activity and manage and nurture those relationships. With FreeAgent, we can do that without adding to the administrative workload of our teams.”

FastTrack Customer Story

Teresa Thorson

VP Client Services | FastTrack 

The team at FastTrack needed to:

  • Reduce the time team members spent accessing information
  • Simplify their reporting
  • Improve communication with their clients
  • Gain insight into the day-to-day activities of their team
  • Identify targets for marketing campaigns
FreeAgent CRM FastTrack Customer Story
FreeAgent CRM FastTrack Customer Story

Before FreeAgent, we had a list of insurance carriers, but we didn’t know how many of those we had made contact with and how many we hadn’t. Now, we can not only see who we’ve talked to, but we can also set up reminders and task alerts to make sure we are staying in touch often.

I have added new fields into the system, which allow me to create reports easily and get those reports to decision-makers quickly to direct us on which way we should go next. I had a meeting with my team this morning, and I could pull a report out of FreeAgent beforehand. This allowed us to discuss with all of the information right in front of us.”

FastTrack Customer Story

Teresa Thorson

VP Client Services| FastTrack

The Solution

In FreeAgent, FastTrack found a suite of tools that could be tailored to meet their unique requirements. The two teams began working together to create a roadmap of the systems and processes that FastTrack would need to take their business to the next level. First, FastTrack’s data was collected and centralized so they could see their information in a way that wasn’t possible before. Next, a set of custom fields were created specifically for FastTrack to optimize their reporting capability. These efforts combined to allow easier access to metrics-driven insights that could be used to develop marketing and sales strategies. 

The FreeAgent platform has become the source of truth for all of FastTrack’s account information. Every contact, every interaction, every service provided is centralized, making data easy to find, objective, and quantifiable. 

Now, FastTrack is exploring new ways to use FreeAgent so that even more of their teams can take advantage of the many tools available to them. FastTrack has big plans for the future, and as they move forward in their quest to simplify the disability insurance space, FreeAgent will be there to meet their growing needs.

The Impact

  • Improved onboarding for new employees
  • Email templates for faster and more consistent communications
  • Access to information in the field via mobile devices
  • More efficient processes driven by insight
  • More time spent building relationships and creating partnerships

With FreeAgent on their side, FastTrack has gained greater visibility into the whitespace that existed within their client base. This information will be vital in the development of the marketing strategies that will fuel their long-term growth. It can also be leveraged to pursue opportunities that may have been missed prior. Additionally, FastTrack now has instant access to all of their client communications. With this knowledge in hand, FastTrack can be sure that every client is receiving the care and attention they need to succeed. 

In the coming months, FastTrack will implement and codify a more formal sales process. The data-driven insights that the FreeAgent platform has provided will help FastTrack see all the great things they do that have led them to be so successful thus far. They will also have greater visibility into the areas that may be holding them back. This knowledge will allow for the refinement of their systems and processes based on real-time metrics and data. This is going to be a game-changer for the disability insurance industry. With the help of FreeAgent, FastTrack will not only be able to reach more insurance carriers, but they will be able to support those carriers even more. This will translate directly to a higher quality of service for the people who need it most. 

An estimated 61 million Americans live with disabilities. FastTrack is doing their part to ensure that the world they live in is a little bit easier, through greater access to care. There is no monetary value that can be applied to this kind of work. It is essential for our society to thrive. FreeAgent stands proudly alongside the team at FastTrack in this mission. Better tools lead to better outcomes and together, we believe we can make an impact.

FreeAgent is very straightforward and flexible. It’s easy to make modifications to meet our business needs, and we have the ability and access to do that ourselves. We don’t have to wait for a release cycle or wait for a long period of time to get something implemented.

FreeAgent allows us to focus on the client and the business at hand instead of trying to juggle all of this information. That’s been such a huge impact.

It’s easier for us to prioritize our opportunities. Instead of just spitballing, we now have data and facts to back up our decisions and optimize our resource allocation.

We had a presence, but we wanted to cast the net further. That’s part of the reason why we were so focused on using FreeAgent to capture our contact information. We wanted to leverage that information to increase our visibility.

FreeAgent organizes us in a way that allows us to work off of facts. All of the information is easy to access, which helps us move in the right direction instead of spending our time on things that aren’t going to add value at the end of the day.

FastTrack Customer Story

Teresa Thorson

VP Client Services | FastTrack


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