CASE STUDY

Rock Creek Insurance

OVERVIEW

Text Request connects us with our clients in a more personal and instant way.

Industries
Insurance

We knew texting was the easiest way to give clients the immediate access they wanted to us.

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CHALLENGE

We wanted to create a client-centered experience.

Our goal at Rock Creek Insurance is to create raving fans by giving them a personal and convenient client-centered experience. We realized that to offer that kind of service, we needed our clients to be able to interact with us whenever it’s best for them—even if that meant on the weekends or at midnight. And we knew the easiest way to give them that access was through texting.

At first, we tried texting clients from our personal phones, but we quickly noticed we had no way to track who was talking to whom and when. We also had no way to know whether or not a conversation with a client had been resolved, or if they still needed a question answered. That’s when we started researching texting solutions and came across Text Request.

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APPROACH

We also use Text Request to attract new customers through text referrals.

We were immediately drawn to how easy Text Request’s user-friendly dashboard makes it to stay compliant by saving and time-stamping every message we send. We also love how we can mark a conversation as unread, so we can identify which clients still need to be circled back to. This makes it incredibly easy for us to use Text Request, not only for customer questions, but also for service work.

There’s a lot of information we have to request from clients when we’re putting together documents, and we often need that information from multiple clients at once. With Text Request, we can easily select each of the clients we need information from in our address book and send them pre-made templates requesting that information. Customers respond within just a few minutes to these texts, compared to the couple of days we’d have to wait if we’d asked via email.

We also use Text Request to attract new customers through text referrals. Our current clients love being able to shoot a quick text to their friends and family who may also want to use us. We have an online portal where those referrals can supply us with the five to eight minutes worth of information we need to get quotes started for them. We text our referrals that link, and then they fill it out during a short break at work.

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Customers respond within just a few minutes to our texts, compared to the couple of days we’d have to wait if we’d asked via email.”
Christina Nuar, President
Rock Creek Insurance
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RESULTS

Our number of customer referrals has drastically increased since using Text Request.

We’ve seen huge growth in the number of people requesting quotes from us since implementing our referral process through Text Request. Texting clients can feel casual, but we’ve found it’s a serious form of communication that connects you with your clients in a more personal and instant way. If you’re going to dip your toes into communicating with your clients via text, Text Request helps you do it professionally and compliantly.

NEXT STEPS

See how we’ll help you ignite customer engagement.