Empowering Financial Advisors with IoT: A Case Study on Hearsay and Twilio
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Cement
- Equipment & Machinery
Applicable Functions
- Sales & Marketing
Use Cases
- Speech Recognition
- Time Sensitive Networking
Services
- System Integration
About The Customer
Hearsay is a financial services client engagement platform that helps advisors leverage digital channels to maximize their reach to prospects, optimize client engagements, and deliver exceptional service in a compliant manner. Over 100 of the world’s leading enterprise financial firms, like American Family Insurance and Charles Schwab, rely on Hearsay’s platform to equip their advisors with the tools they need to guide clients through some of their most important financial decisions—especially during uncertain times. Hearsay serves enterprise customers with tens of thousands of clients and has enabled more than 200,000 financial advisors to provide secure guidance to their customers.
The Challenge
Planning for financial future is a complex task that requires an authentic, human touch. Hearsay, a financial services client engagement platform, was built to help advisors leverage digital channels to maximize their reach to prospects, optimize client engagements, and deliver exceptional service in a compliant manner. Over 100 of the world’s leading enterprise financial firms rely on Hearsay’s platform. However, Hearsay sought to empower their customers to develop deeper client connections with more personal, 1-to-1 channels like voice and SMS. During the recent global shift to remote work, many enterprise banking, wealth management, and insurance organizations decided to move away from corporate-provided devices and instead permit employees to communicate with customers from their own mobile phones or laptops. Hearsay needed a solution to quickly and compliantly build new channels for texts and calls— all while ensuring a smooth transition for enterprise field teams.
The Solution
Hearsay chose Twilio for its ease of integration and multichannel offering. Using Twilio Programmable Messaging and Programmable Voice, Hearsay enabled more than 200,000 financial advisors to provide secure guidance to their customers— with the flexibility to use their personal devices. This resulted in saving millions in operating costs for enterprise organizations and empowered field reps to work from home without having to rely on company devices. With Twilio, the process of managing phone numbers is simple. Companies can easily purchase and provision a new phone number or equip an existing network number with text and voice support. Each agent has a unique number, which is branded by the organization for easy customer recognition. Follow-ups are convenient, as customers can call their advisor from the same number they receive texts. Proxied phone numbers anonymize the conversations to maintain privacy and compliance.
Operational Impact
Quantitative Benefit
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