Project Name
Automating Insurance Communication with SMS & WhatsApp
Client Overview
A leading insurance aggregator based in South Africa was facing communication bottlenecks that impacted customer satisfaction and internal efficiency. Missed renewal deadlines, unmanageable claims inquiries, and delayed quote follow-ups were contributing to revenue loss and overworked support teams. The organization needed a scalable, automated solution to streamline policyholder communication and provide instant service updates.
Challenges
- Missed Renewal Deadlines:
Customers were not receiving timely reminders, leading to lapsed policies and potential revenue loss. - Overloaded Call Centers:
High volumes of incoming calls regarding claim statuses overwhelmed support teams, resulting in long wait times and lower satisfaction. - Delayed Quote Follow-Ups:
Sales teams were unable to respond quickly to quote requests, impacting lead conversion rates.
Our Solution
To eliminate manual gaps and improve customer responsiveness, the insurance aggregator deployed SMS Ninja, the best Salesforce SMS app platform, enabling intelligent outreach via WhatsApp and SMS.
- Personalized Policy Renewal Alerts:
Automated messages were sent to customers ahead of renewal dates, ensuring timely actions and reducing policy lapses. - Real-Time Claim Status Updates:
Customers received instant updates on claim progress through SMS and WhatsApp, eliminating the need to call support. - AI Bot for Policy FAQs:
An AI-powered chatbot answered common queries about policy coverage, claim documentation, and quote requests, reducing agent workload.
Qualitative Results
Before: 55% of customers renewed on time
After: 85% on-time renewals achieved
Before: 70% of claimants contacted the support team to check claim status
After: 35% needed to call, thanks to real-time claim status updates via SMS Ninja
Before: 50% of users were satisfied with communication
After: 95% customer satisfaction achieved
Automate Insurance Communication & Drive Renewals With Sms Ninja!
