The need: making compliant outbound contact at scale
As a large North American insurance company, this business was considering deploying Twilio Flex in order to deliver a better customer experience.
They wanted to allow customers to get in contact over email, SMS, and live chat, and for their team to be able to manage these interactions in a single streamlined environment.
However, this insurance company currently makes a significant volume of outbound contact to do upselling, as well as to reactivate customers that have cancelled their coverage.
The business currently uses predictive dialing for most of their campaigns, because it’s important that agents are able to get through records quickly.
The organization needed the ability to make compliant outbound contact at scale, in a way that integrated seamlessly with Twilio Flex. The business was especially concerned about TCPA compliance, as well as their responsibilities to ensure the correct disclosures were provided to customers who had been called up.
The decision makers had considered custom-developing an outbound dialer and data management solution to use with Twilio Flex, but had estimated that this would cost nearly seven figures, and would mean going live in 24 months, rather than in 6 months time.
Having a solution to make efficient, compliant outbound contact was a dealbreaker if the business was to go ahead with Twilio Flex.