Illustrative example: a KwaZulu-Natal funeral insurer with a 25-seat call centre. Not a real client; figures are pilot targets, not results.
The challenge
The insurer's 25-seat call centre spent most afternoons on reminder calls. Agents read the same script hundreds of times, many calls went unanswered, and the calls that mattered waited in the queue.
What Keepbrook did
Routine reminders moved to WhatsApp, with an SMS and a recorded phone call following for policyholders who did not respond. Every script was approved by the insurer's compliance officer before launch. The Inbox showed agents only the conversations the approved scripts could not answer.
The result
In this scenario, the call centre handles a short list of real conversations instead of a long list of reminder calls. The pilot target is an average of 1.4 days from failed collection to payment.
1.4 days · pilot target average time to pay
