Insurance Provider Enhances Customer Engagement with SMS

This case study outlines the challenges faced by a leading insurance provider in the U.S. regarding customer engagement and payment collection inefficiencies. The company previously relied on an outdated online platform that proved difficult for customers to navigate, leading to a desire to switch to SMS communications. The insurer collaborated with IntelePeer to implement automated SMS workflows aimed at encouraging policyholders to make premium payments through the online self-service portal. This transition not only increased customer engagement and retention but also reduced the volume of direct calls to agents, allowing them to focus on more value-added tasks. The study details the significant operational improvements, including a 22% decrease in phone payments and an additional $2.3 million in self-service payments generated. Furthermore, the implementation of SMS messaging streamlined communication, aligning with industry trends and enhancing overall service efficiency.