Case Study: an insurance provider increases customer engagement and retention with IntelePeer SMS automation

Insurance Provider boosts self-service payments by $2.3 million with IntelePeer

An insurance provider, one of the nation's largest personal lines agencies, faced challenges with collection inefficiencies and an outdated customer payment portal. With a workforce burdened by repetitive service calls and a need for more cost-effective communication, the company struggled to increase customer engagement and retention. They turned to IntelePeer to implement a modern SMS solution.

IntelePeer implemented automated SMS workflows to guide policyholders to a self-service portal for payments. This solution from IntelePeer led to a 22% decrease in phone payments, freeing agents for more valuable work, and generated $2.3 million in additional self-service payments. The partnership provided a scalable platform that improved operations and cash flow through managed payment reminders.