Case Study: a major insurance company reduces payment processing costs by over 350% with Plum Voice IVR automation

Insurance Company Reduces Payment Processing Costs by over 350% with Plum Voice

Major Insurance Company, a global insurance provider, was overwhelmed by high call volumes and manual phone payment processing that drove long hold times, agent fatigue, and higher operating costs. The company turned to Plum Voice and its Plum DEV platform to automate payment calls while maintaining secure, PCI-compliant handling of customer financial data.

Plum Voice built and deployed an IVR payment application with VoiceTrends analytics to monitor performance and refine call flows. The solution achieved an 89% call containment rate for payment calls, cut average per-call costs from about $5 with a live agent to less than $0.15, and delivered annual savings of more than 350% while improving call handling time, hold times, and first call resolution.