INSURANCE COMPANY boosts
outbound CALL ACCURACY
REMINDERS
Case Study
WHO?
A leading U.S. property and casualty insurer.
The insurer sought to maximize the reach of its outbound calls by minimizing the portion that got marked as spam by phone carriers. The insurer needed a compliant solution to improve call recognition, particularly for the most important calls it makes to members: notifications for when they’re at risk of losing coverage due to nonpayment.
WHAT?
With CSG’s help, the insurer implemented a solution to minimize the likelihood its outbound calls would be marked as spam (and then ignored by customers). The company’s outbound numbers were then registered with major carriers, helping to ensure its calls were displayed to the recipient as legitimate. The insurer also implemented a solution to better recognize how a member’s contact number was registered. This helped the insurer determine whether a given number was current and OK to call according to the Do Not Call registry or other restrictions. Using these accuracy and recognition boosts, CSG ran more than 30 different outbound call campaigns for the insurer, each tailored to specific customer segments and regions. These campaigns included loss-of-coverage notifications—a major driver for member retention.
HOW?
With more accurate and recognizable outbound calls, the insurer connected with more members—saving thousands of them from churning.
RESULTS
Increase in customer contact accuracy for outbound calls
10%
$70-100M
10 Days
In annual revenue retained (based on $2,000 in premiums per saved member)
New campaign implementation time
VicTrack has the confidence of knowing they are working with an industry-leading solution, with CSG being recognized as a Niche Player in the 2023 Gartner® Magic Quadrant™ for Configure, Price, Quote Applications.
2023 Gartner® Magic Quadrant™
“This is more than a transaction, it’s a partnership. CSG has gone above and beyond.”
— Bruce Moore, Executive General Manager, Telecommunications at VicTrack
TO REDUCE CHURN
Increase In confirmation rates
Net revenue impact (annualized) for all 125 clinic locations
