Customer Story
How a global insurer brought SMS into its omnichannel communications strategy
Overview
Challenge: Add robust SMS delivery and tracking to an existing omnichannel communications strategy without creating extra integration, upgrade or testing overhead.
Solution: Sinch Engage integrated with Quadient Inspire to enable centralized, personalised and trackable SMS as part of a broader mix of customer communication channels.
Results: A quicker, more reliable and secure way to send coordinated SMS communications through a centralized omnichannel platform.
“Our insurance customer has a quick, reliable and secure method of communicating with customers, offering unparalleled engagement where SMS isn’t just a single isolated communication channel, but part of a broader strategy.“
For this global insurer, SMS was never meant to operate in isolation. The goal was to make it part of a broader customer communications strategy — one that could coordinate messaging across channels, support high-volume service interactions and create a more consistent customer experience.
The business was already using Quadient’s Inspire Messenger platform and managing customer communications at significant scale across more than 40 countries. As part of that wider communications environment, it wanted to introduce SMS in a way that felt connected rather than separate. That meant adding the speed and immediacy of text messaging without creating extra integration, testing or upgrade complexity.
Using the integration between Quadient Inspire and Sinch Engage (formerly MessageMedia), the insurer was able to bring SMS into its existing communications framework. The setup enabled customized, trackable SMS messages to be created and managed within the same central platform used for other channels, including print and email. Instead of treating SMS as a one-off add-on, the business could use it as part of a more joined-up customer communications approach.
Making SMS part of the bigger picture
This mattered most in communications where timing and clarity were important, such as claim-related updates and customer notifications. With SMS integrated into Inspire Messenger, the insurer could deliver personalized text messages while keeping them aligned with the rest of the customer journey.
The platform also gave the team better visibility into message delivery and performance. Rather than sending messages without insight into what happened next, they could track communications in real time and manage customer outreach before and after send. That gave SMS a more strategic role within the insurer’s omnichannel model.
A more connected communications approach
According to Quadient, the result was a quicker, more reliable and secure way for the insurer to communicate with customers. Just as importantly, SMS could now sit alongside other channels within one centralised environment, helping the business deliver a more coordinated experience across touchpoints.
For this insurer, the real value was not simply adding another channel. It was giving SMS a clear role inside a broader communications strategy — one built around coordination, visibility and a more unified customer experience.
