Ask a broker who changed the rate on order #4187 and you usually get a shrug. Not because people hide things — because the system genuinely doesn’t know. One login, five agents, zero attribution.
What anonymous changes cost
A customer calls: the price they were quoted isn’t the price on the invoice. Somebody edited the order. Without a log you can’t tell whether it was a correction, a fat-finger, or an agent discounting to close. You end up eating the difference because you can’t reconstruct the story.
An audit log is cheap the whole year and priceless twice a year.
What actually needs logging
Not everything — the four things disputes turn on: price edits with before/after values, status changes with timestamps, document sends, and customer-facing messages. Each with a user attached. That’s the whole spec.
Visibility by role
The second half of the problem is what agents can see. In a one-level CRM, a departing agent walks out with your entire book in their head — every customer, every rate, every lane. Scope agents to their own orders and leads. Owners and dispatch leads see everything. That split costs nothing day to day and matters enormously the day someone leaves.