Case Study: RACV improves customer communications and reduces call-backs with Sinch MessageMedia SMS

RACV cuts call-backs by 16% with Sinch MessageMedia

RACV, an Australian automotive services organization, faced challenges with high call volumes and inefficient communication for services like roadside assistance and bookings. They partnered with Sinch MessageMedia to explore using SMS messaging to improve these processes and reduce the strain on their call centers.

Sinch MessageMedia implemented an SMS solution that provided automated notifications for services like roadside assistance status, booking confirmations for resorts, and driving lesson reminders. This reduced member call-backs by 16%, saved an estimated AU$46-53,000 in resources, and cut appointment no-shows by up to 50%. RACV reported greater productivity and a significantly reduced staff workload, crediting Sinch MessageMedia's user-friendly platform for the successful rollout across multiple business units.

RACV