The Background
When a family loses their home to a hurricane, a fire, or a flood, the clock starts immediately. They need a safe place to stay, and they need it now. The insurance carriers and adjusters who serve them rely on a network of specialized partners to make that happen. Alacrity Solutions is one of those partners. And for them, speed and coordination aren't just operational requirements, they are the differentiator in personal service.
Based in Fishers, Indiana, Alacrity Solutions is one of the largest independent providers of insurance services in the United States, supporting major carriers with solutions spanning multiple touchpoints within a claim. With multiple specialized divisions serving thousands of people annually, the company sits at the center of some of the most high-stakes, time-sensitive moments in the insurance claims ecosystem.When Scale Meets Urgency
The temporary housing division, responsible for placing displaced policyholders in accommodations while their homes are repaired or rebuilt, sits at the most human edge of this work. But as the enterprise grew through acquisitions and the division merged into a broader Alacrity Solutions structure, something important threatened to get lost: the ability to move fast enough, and together enough, to truly serve the families counting on them.
The Challenge
For an insurance adjuster working a major catastrophe, the first hours are a blur of incoming claims, overwhelmed carriers, and displaced families who don't yet know where they'll sleep that night. The adjusters who work with Alacrity Solutions need one thing above all else in those moments: a partner who already knows them, who reaches out before they have to ask, and who has the capacity to help, immediately.
That promise was harder to keep than it should have been.
Lost in the Data
When the temporary housing division merged into the broader enterprise, two HubSpot instances became one. It was a natural consequence of growth — contacts, companies, and pipelines that had lived in separate systems now needed to work together. But visibility across teams wasn't yet complete. Representatives in different divisions sometimes held relationships with the same contacts without knowing it, and the opportunity to coordinate, to make a warm introduction, to avoid redundant outreach, wasn't always easy to see.
Shelly McGowan, Director of Sales Operations for the temporary housing division, felt the gap acutely. She knew what was possible if the teams could move in concert, and she knew what was being left on the table when they couldn't. "The best way we could figure out how to work cohesively across the company was for HubSpot to give us that point of view." she said.
When a Hurricane Threatens, Minutes Matter
The urgency sharpened every time a major weather event entered the forecast. When a hurricane tracks toward the Gulf Coast, Alacrity Solutions needs to reach not just Florida contacts, but adjusters across Texas, Louisiana, Mississippi, and beyond, desk adjusters in other states who handle first notices of loss for affected regions. Before a more organized approach, doing that at scale meant slow, manual outreach. Relationships that weren't warm might go cold at exactly the wrong moment.
For the insured families waiting on the other side of those relationships, people who had just watched their homes flood, burn, or be torn apart, that delay wasn't just a business problem. It was a human one.
The Solution
The families and policyholders who need temporary housing don't think about CRM systems. They think about whether someone is going to answer the phone. Whether their adjuster has already spoken to someone who can help. Whether there is a room waiting when they arrive. Getting to "yes" on all of that depends on the Alacrity Solutions team being organized, connected, and ready to move before the storm makes landfall.
Shelly and her team built that readiness inside HubSpot Sales Hub.
A Living Map of Every Relationship
The first shift was visibility. With contacts, companies, and pipelines consolidated in one place, Alacrity Solutions could finally see not just who owned which account but who had the relationship, where deals stood, and where different divisions could open doors for each other. If one part of the enterprise had a long-standing contact at a carrier, the temporary housing team could now see it. Introductions could be coordinated rather than fumbled. "HubSpot was able to say: hey, you own that company, and our Temp Housing is also selling the temp housing solution and we've known them for years. So let us introduce you," McGowan explained.
Tasks became the team's backbone. With roughly 3,000 contacts per senior rep, there was no margin for misses. The team built a practice of maintaining an open task for every active contact. Not just those in a live deal, but every relationship worth keeping warm. When a rep travels, they push the task forward. When a deal closes, the follow-up task stays open. It's a rhythm that keeps relationships from going quiet across a portfolio that would otherwise be impossible to manage.
Reaching Thousands – Before the Storm
The most visible test of this operating model came with catastrophe response. Today, when a major weather event threatens a region,the temporary housing team segments their contact database by state, or, for a major event, across multi-state corridors, and deploys targeted Sequences within minutes. Personalized outreach goes out at scale: letting adjusters know the company is already pre-booking hotel blocks, offering logistical support, sharing real-time updates.
"If we have 6,000 customers and we need to reach them all," McGowan said, "it's like clockwork. We just put it in there, and within minutes, you can have personal messages out to them." The work that once took days of manual coordination now happens before an adjuster has time to wonder who might help.
AI That Earns Its Place
Alongside the operational foundation, Alacrity the temporary housing team has begun integrating Breeze Assistant into daily work. The shift started small: refining a long email or sharpening a subject line. It grew quickly. McGowan now uses Breeze Assistant to generate SWOT analyses on her sales team, build KPI frameworks, surface deal probabilities, and produce the reporting she needs for board-level presentations, work that previously required back-and-forth with a consultant over the course of a week.
"It could take a week to get some kind of reporting we wanted," she said. "Or I could do it in Breeze and have it in 60 seconds." That speed means strategy pivots faster, coaching moments happen sooner, and the team stays aligned even as the business moves at the pace of a catastrophe season.
The Transformation
For the families displaced by storms, fires, and floods, the difference is felt before they ever know why. An adjuster who got an early heads-up about an approaching hurricane, who already knows which vendor to call, who has a room ready and a point of contact standing by, that's not luck. That's a pipeline that worked. A relationship that was kept warm. An outreach that landed within minutes of the storm track shifting.
From Siloed to Synchronized
Before the consolidation, visibility inside Alacrity was fragmented. Divisions guessed at each other's relationships. Follow-up was inconsistent. Reporting took days. Today, the team operates from a shared 360-degree view of contacts, companies, and pipelines across the full enterprise. Sales Hub organizes each rep's day around what matters. Dashboards surface what's working and what needs a pivot. Cross-division introductions happen by design.
The impact shows up in numbers that are also, at their core, human stories: thousands of people supported annually, personalized outreach reaching thousands of contacts within minutes during a catastrophe, and roughly 80% team adoption, a figure McGowan considers genuinely strong for a field sales organization navigating significant change. When she pulls her quarterly board report, she's not waiting a week. She has it in 60 seconds.
What Comes Next
Customer service workflows are taking shape in HubSpot. More divisions are coming online. What's clear is that the foundation is in place and it's already doing the most important thing: helping carriers and adjusters show up for policyholders when it matters most.
"HubSpot gave us the point of view we needed," McGowan said. "We can see every relationship, every pipeline, every opportunity to help, and when a catastrophe hits, we can reach thousands of people within minutes. That's what lets us actually be there for the people who need us."
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