Case Study: Matmut improves reachability and digital routing with DialOnce Visual IVR

Matmut boosts digital call routing with DialOnce, redirecting 62% to self-care in under 3 weeks

Matmut, a major insurance company, faced the challenge of optimizing customer reachability and promoting its digital self-service solutions amidst high call volumes. Their goal was to better route incoming calls, minimizing customer effort and ensuring advisors were available for the most complex issues. To address this, they partnered with DialOnce to implement a Visual IVR solution.

DialOnce's Visual IVR transformed the inbound call process by sending callers an SMS with a link to a digital menu. This allowed customers to qualify their needs and choose from various digital journeys or request a callback. The solution was deployed across Matmut's services in under three weeks. DialOnce helped achieve significant results, including 46% of callers choosing a digital pathway and a 5% increase in completed forms from previously unanswered calls, turning them into commercial opportunities.

Matmut