Streamlining Insurance Communications with Fortix and Esendex
Results
Streamlined customer interactions leading to faster onboarding, improved debtor response rates, and reduced administrative time.
Challenge
Fortix’s insurance customers wanted a faster and more efficient way to automate payment reminders, data collection, and to reduce administrative delays and improve client communication and response times.
Solution
SMS via Esendex APIs
HQ
Western Australia, Australia
Website
Summary
Fortix is a Western Australia-based business management software provider, delivering flexible solutions across multiple industries. Fortix wanted to improve its insurance customers’ client engagement, data collection, and payment processing.
Fortix partnered with Esendex, using its quick-start APIs, to embed SMS messaging capabilities into its platform. This functionality has allowed insurance brokers and claims managers to communicate more effectively and efficiently with policyholders, while providing a seamless and improved level of customer care.
Challenge & Key Obstacles
Fortix’s insurance customers faced challenges with timely communication with clients, particularly when it came to chasing outstanding payments, claims data, and authorisations. Traditional communication channels like email and phone required more administrative effort, but often resulted in delayed responses and incomplete data collection.
Fortix identified the need for smarter and more timely communication and selected Esendex as its preferred partner because they needed a reliable, scalable, and easy-to-integrate messaging solution that could be embedded directly into their CRM and business process management system.
Key challenges included:
- Alerting clients to outstanding statements to close collections promptly.
- Issuing reminders for relevant claims documentation.
- Providing clients with a faster, mobile-first method of communicating with brokers and claims managers.
- Improving overall response times and customer service levels.
“At Fortix we are always keen to identify ways to deliver added value to our customers. In the Insurance sector, improving client response rates to facilitate efficient new business, renewals and claims processes is a critical part of how we help our customers flourish.”
“By introducing Esendex APIs, and by automating as much of the process as possible, our Insurance customers have seen improved rates of data capture and faster customer response rates. They’ve also been able to provide improved customer service while reducing bottlenecks and administrative effort.”
Luke De Laurence, Business Leader – Professional Services, Fortix
The features that changed the game
Fortix, along with its portfolio of insurance customers, has identified an immediate improvement in debtor resolution timings, and has reduced administrative effort by:
Automated messaging alerts: Uploading debtor lists from its broking platform to trigger SMS client alerts for balances due on outstanding statements. SMS is also used to act as a prompt when important emails or documentation is issued.
SMS reminders & webform to platform integrations: Using SMS reminders for data capture that is required for claims and policy renewal. By linking to integrated webforms, customers can also be directed in a more intuitive way, to pre-populated claim and transaction forms which has improved response rates and completion times as data is automatically returned to the Fortix platform.
Results & Improvements
- Provision of a new, value-add, communication functionality for Fortix customers
- Faster customer onboarding
- Improved debtor response rates
- Reduced administrative and processing times
- Enhanced, automated communication follow up
Thanks to the immediate gains realised through SMS, Fortix is also currently assessing the business case for adding MMS to its communication stack, so claims images can be submitted and processed at speed, within the same Esendex API functionality.
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