Case Study: a leading insurance company reduces calls and speeds roadside assistance with Hubtype

Leading Insurance Company - Customer Case Study

A leading insurance company in Spain faced challenges with its traditional phone-based roadside assistance service, which resulted in long wait times, high operational costs, and inefficient data collection for its call centers. To address this, the company partnered with Hubtype to digitize and automate the customer support process.

Hubtype implemented a solution using conversational flows on WhatsApp, allowing customers to report incidents, share locations, and upload photos without needing to call. This automated system handled requests from start to finish, with seamless handoffs to live agents for complex cases. The results for the insurance company were significant: a 40% reduction in incoming calls, a 20% reduction in customer churn, and a high customer satisfaction score of 9.2/10, all while achieving major operational cost savings.