Case Study: Matic achieves a fast, transparent, customer-friendly insurance shopping experience with Twilio

How Matic uses Twilio to make the insurance shopping process fast, transparent, and customer-friendly

Matic, a digital insurance agency, needed to make insurance shopping and customer communication faster, clearer, and more customer-friendly for both shoppers and sales agents. Before working with Twilio, Matic lacked a true omnichannel experience, making it harder to meet customers on their preferred channels and personalize the journey.

Using Twilio Flex, Matic created a centralized, flexible contact center platform to streamline outbound sales, routing, SMS, email, and other channels, while also supporting AI-based message categorization and responses. Twilio helped Matic migrate off its previous platform in six months, reduce platform outages by 90%, increase callbacks by 2.5x with voicemail laydown, and cut monthly spend by 38%, all while improving the insurance shopping experience.

Matic

Brian Barker

Product Manager