Building a tool for small brokerages — want to sanity-check my assumptions

Hey everyone — I’m looking for honest feedback from brokers, CSRs, account managers, or agency owners.
My mom works as an insurance broker in Canada, and I’ve been watching how a lot of their work still lives in Excel + inboxes. Over time I’ve noticed things like:
new leads coming in by email and sometimes never getting followed up
reps forgetting to follow up because there’s no proper reminder system
renewals sneaking up with not enough time to work them
repetitive service requests (like trucking COIs) eating up tons of time
I’m exploring building something specifically for small (5–50 person) brokerages that:
automatically captures leads from inboxes and assigns them
tracks the lifecycle (new → quoted → bound/lost) and nudges people when needed
manages renewals so nothing expires without multiple touchpoints
helps automate repetitive workflows with templates + AI assistance
I’m not selling anything — I just don’t want to build in a bubble.

What I’d really love to hear is:

1️⃣ Which parts of your daily workflow do you honestly hate the most?

2️⃣ What problems or annoyances show up every day that nobody seems to fix?

3️⃣ Are there tasks you wish could be automated so you can focus on higher-value work?

4️⃣ Do the issues I mentioned actually resonate, or am I missing the real pain?

If you’re open to sharing, even one example helps. And if you’re open to a short 10–15 minute chat, I’d really appreciate learning how things actually work in your world — I want to design this with brokers, not guess from the outside.

Thanks — and if this isn’t the right place to ask, happy to delete.