Passing the Torch From One Great Director of Customer Success to Another

At Ivans®, transitions are more than just changes – they’re opportunities to honor the past while building an even brighter future. As we celebrate the incredible legacy of Cal Durland, who is retiring later this year after years of groundbreaking leadership, we’re also thrilled to welcome Andrew Keith as the new leader of the Agency Customer Success team.

Cal leaves an enduring mark on the industry, having championed innovation, connectivity, and growth throughout her career. Andrew has stepped in with a fresh perspective, big ideas, and a shared commitment to the progress that drives our customers and the insurance ecosystem forward. Together, their stories reflect the endless possibilities that lie ahead for Ivans.

I recently interviewed Cal and Andrew to get their thoughts on the history and future of Ivans Customer Success. Let’s take a look at what they had to say, starting with Cal, who has had an incredible career.

Cal Durland

Can you share a little bit about your journey with Ivans and the impact you’re leaving on the industry?

Cal: For the past nine years, I’ve led the Ivans Connections team, which has transitioned into the Ivans Agency Customer Success team. In this role, I’ve enjoyed working with my team, other departments in Ivans and, most importantly, the agents, carriers and agency management system staff.

What are some of the things you are most proud of in terms of where you have seen your efforts impact the industry?

Cal: I have worked as an underwriter, a broker, and for ACORD and Ivans and will continue leading AUGIE.

The impact of my efforts can be seen in the growth of download through the years. In the 1990s, there were a few personal lines of business available. Today, download includes supporting business transactions, eDocs, claims, and direct bill commission statements. ACORD has historically provided the forum for developing the standards. AUGIE, which started under ACORD, facilitated discussions on the implementation guides. It produced industry resources for everything from commercial lines to claims and eDocs download.

To top it off, it was great to have the opportunity to join the Ivans team, which assists with implementing the download and provides the network that brings efficiency to the process. It’s been a great way to end my “paid” career as I continue with my volunteer job with AUGIE.

What advice would you give Andrew that will help him succeed in this industry?

Cal: When we listen to our agent, carrier and agency management system clients, we learn a lot. This helps us, Ivans, “know our customers” and what is important to them. It also helps build business and use cases for services that Ivans could provide to help them achieve their goals.

Do you have any parting words for your role at Ivans?

Cal: Ivans has evolved over the years to be more than a download. It powers a lot of industry functionality. I’ll miss being an active part of this company.

Welcoming Andrew Keith

What excites you most about stepping into this role at Ivans?

Andrew: We have a strong core product that is not just a nice-to-have; it is integral to how carriers and agencies operate. This brings with it a sense of responsibility, but also significant pride in knowing that what we offer is a key component of so many businesses.

No interview is complete without mentioning AI at least once, and there are numerous opportunities to leverage it to enhance our offerings. One thing that is already evident to me is the importance of maintaining deep relationships and a nuanced understanding of our clients. Our Customer Success Managers are very personable, and they have built lasting connections with the agencies we serve.

If our self-serve options are not sufficient and you need to reach out to us, please contact connections@ivans.com. You can expect a prompt response, often the same day, either by email or phone. First-time callers are often pleasantly surprised to find themselves speaking with someone who shares the same goals and is highly motivated to assist with the next steps, whether it involves expanding into new lines of business or discussing upcoming opportunities with carrier partnerships.

What is the biggest opportunity you see to create value for agents right now?

Andrew: Connectivity… We have a tremendous opportunity to enable more data via our core products, such as download through Ivans Exchange™ but also integrate and leverage business intelligence tools, which can proactively improve agency awareness where new lines of business become available, and we’re talking on a regional level, which we know is hugely important.

What can our agents look forward to seeing your team deliver in 2026?

Andrew: We’re doubling down on AMS integration and investing in improvements to our core products like Ivans Exchange and Ivans Bookroll™. These upgrades are designed to bring our platforms up to speed and clearly demonstrate the value they deliver to agencies, making it easier to expand business. I look forward to continuing to support education on these new capabilities as a team.

Creating a More Connected Ecosystem

The future of Ivans is bright, with deep roots in its legacy and a clear vision for what’s ahead. Cal’s lasting legacy and Andrew’s future-focused vision prove that every step we take today isn’t just about progress – it’s about creating opportunity, driving innovation, and setting the stage for tomorrow’s biggest successes. Here’s to partnerships that strengthen the insurance ecosystem – and to the endless opportunities we’ll seize together.