Case Study: Republic Bank achieves higher customer engagement and reduced call center volume with Agent511's REACH™ text messaging

Republic Bank Taxpayer Solutions Increased Customer Engagement with Integrated Text Alerts

Republic Bank, headquartered in Louisville, Kentucky, is a leading mid-size bank whose taxpayer service faced overwhelming call volumes each tax season from customers asking about refund amounts and status. To reduce calls and improve service, Republic Bank turned to Agent511 and its REACH™ text messaging service for integrated, high-volume customer alerts.

Agent511 deployed its REACH platform to send template-based, outbound-triggered SMS/MMS alerts (with two-way messaging, opt-in preferences, instant STOP and synchronized opt-outs) and provide a portal for ad hoc messaging; the solution was hosted in Agent511’s secure datacenter and deployed without new infrastructure. The result: Republic Bank sends millions of refund-status texts each tax season, cuts call center volume, delivers instant customer feedback, and achieves a 99% SMS/MMS read rate (nearly 6–8x email) while scaling cost-effectively—REACH was also used to deliver stimulus-check updates in 2020.

Republic Bank