With operations spanning the entire United States and managing hundreds of inspectors during peak CAT (catastrophe) seasons, they were facing significant operational challenges:
Their entire business was running on Google Sheets with increasingly complex formulas and App Scripts that were difficult to maintain and prone to breaking. Inspector data, claims information, and business metrics were scattered across multiple spreadsheets, making it nearly impossible to get a unified view of operations.
The HubSpot CRM they had implemented was underutilized, with broken automations causing inspector onboarding bottlenecks. During critical CAT season preparation, they needed to manage outreach to hundreds of inspectors, but manual processes were slowing everything down.
Inspectors had no centralized platform to access training materials, purchase necessary gear, or complete certification requirements.
We began by tackling the data chaos. We wrote custom scripts to extract business-critical data from their complex Google Sheets ecosystem and import it into BigQuery on a daily automated schedule. This gave Patriot Claims a proper data warehouse foundation for the first time.
We then connected this data to Looker Studio, creating interactive dashboards that leadership could use in daily operations meetings. Instead of manually compiling reports from multiple spreadsheets, they could now see real-time metrics on inspector availability, claim volume, geographic coverage, and operational efficiency.
Next, we audited and rebuilt their HubSpot CRM infrastructure. We created new workflow automations to manage their inspector onboarding pipeline, ensuring that when someone expressed interest during their CAT season recruitment campaigns, they were automatically guided through the interview, background check, and certification process.
We fixed broken automations that had been causing data inconsistencies and built custom code actions to integrate HubSpot with their Google Workspace for automated user account creation. This streamlined what had been a manual, error-prone process into a seamless automated workflow.
We designed and built a comprehensive web portal that would serve as the central hub for all inspector-facing operations:
Patriot Online Store: An e-commerce platform where inspectors could order company-branded apparel, safety gear, and inspection equipment. This eliminated the manual ordering process and gave inspectors 24/7 access to the supplies they needed.
Enterprise Data Warehouse: We built a sophisticated ETL pipeline that fetches data from their inspector and claims management platforms, transforms it according to business logic, and stores it in BigQuery. This data powers Looker Studio dashboards that are now essential to company strategy meetings and CAT season planning.
Custom Learning Management System: Currently in development, this LMS will allow new inspectors to complete their initial training modules, track their progress, and obtain certification—all within the Patriot Portal. This replaces the previous patchwork of emailed PDFs and manual tracking.
The Patriot Portal continues to evolve as a comprehensive ecosystem for inspector operations. Currently in development:
ID Generation Site: An automated system for creating and managing professional identification credentials for both inspectors and trainers. This will eliminate the manual process of creating ID cards and provide instant digital credential generation upon certification completion.
Forms Hub: A centralized repository that categorizes and hosts all inspection forms by type (roof inspections, ladder assists, emergency services, etc.). Inspectors will be able to quickly find the right form for each job, ensuring consistent documentation across all claims.
Company Intranet: A central information hub providing quick access to:
These enhancements will further consolidate Patriot Claims' operations into a single, streamlined platform, reducing the cognitive load on inspectors and administrative staff while improving consistency and efficiency across their nationwide network.
Patriot Claims continues to partner with Wakeflow on ongoing enhancements to their digital infrastructure as they scale their nationwide operations.
We did similar automation and data visualisation work with Brainy.
We built Eddie AI Assistant for Brainy that transforms hotel revenue management with natural language queries to BigQuery, automated data visualization, and direct execution of hotel operations, driving 160% daily active user growth.
We did similar digital transformation and data visualisation work with 360 Private Travel.
Working with 360 Private Travel, we optimized their database and developed a mobile app that reduced query times by 84%, enabling 523 travel agents to access 8,029 documents with 200ms search.
