Customer
Lattice
Industry
Insurance
The Challenge
Amanda Rodriguez, VP of Finance at Lattice, had a commission problem that was consuming her team and damaging agent relationships.
Every month, Lattice calculated commissions for 720 agents based on policies sold, renewals, and performance bonuses. The process was a nightmare.
"Commission calculations were a black box," Amanda explains. "We had 40+ different commission schedules depending on agent type, product line, tenure, and performance level. Overrides, bonuses, special arrangements—it was incredibly complex."
The finance team would spend 50+ hours per month calculating commissions in spreadsheets. Agents would argue about their payouts. Disputes would drag on for weeks. And Lattice was making errors—overpaying some agents, underpaying others.
"We had an agent who was owed $8,400 from a calculation error two months prior," Amanda recalls. "By the time we caught it, he was furious. He was already considering switching to a competitor. These errors were costing us agents."
Beyond agent disputes, the commission process created bottlenecks in financial reporting. Month-end close couldn't finish until commissions were calculated and accrued. That pushed close from day 10 to day 14—unacceptable for a regulated insurance carrier.
"Our regulators were asking why our month-end reporting was delayed," Amanda explains. "The answer was always 'we're still calculating commissions.' That's not a good look for a financial services company."
The Solution
Amanda discovered Augment while researching insurance-specific finance automation. The Commission Processing Agent was exactly what she needed.
Lattice deployed Augment in May 2024, focusing initially on the Commission Processing Agent and Premium Accounting Agent. Implementation took 9 weeks.
"We had to teach Augment all 40+ commission schedules," Amanda explains. "Different rates for different agent types, tenure-based increases, performance bonuses, override structures, special arrangements. It was complex, but the agent learned every single one."
The Results
Month 1:
Agent processed 480 of 720 commissions (67%)
Finance team manually calculated remaining 240
Several errors caught—agent learned from corrections
Agent accuracy rate: 98.7%
Month 2:
Agent processed 650 of 720 commissions (90%)
Finance team calculated only 70 override/special commission cases
Agent accuracy improved to 99.4%
Commission processing time: 52 hours → 8 hours
Month 3:
Agent processed 690 of 720 commissions (96%)
Finance team handled only 30 truly unique cases
Agent accuracy: 99.7%
Commission processing time: 52 hours → 4 hours
Close timeline improved to day 9
Current state (Month 10):
Agent processing 710 of 720 commissions (98%)
Finance team handling 10 edge cases requiring human judgment
Zero commission disputes in 6 months
Commission processing time: 4 hours per month
Quantifiable impact:
48 hours saved monthly (one full-time FTE equivalent)
99.7% accuracy rate across all commissions
Zero agent disputes related to commission calculations
Agent satisfaction with commission accuracy up 87%
Month-end close reduced from day 14 to day 9
Regulatory reporting on schedule, every month
The Impact
The transformation extended beyond operational efficiency.
"We were losing agents to competitors partly because they felt like we didn't have our act together," Amanda explains. "Wrong commission payments, slow resolutions to disputes, delayed reporting—all of it signaled disorganization."
