Twilio Case Studies Empowering Financial Advisors with IoT: A Case Study on Hearsay and Twilio

	Empowering Financial Advisors with IoT: A Case Study on Hearsay and Twilio Twilio

Empowering Financial Advisors with IoT: A Case Study on Hearsay and Twilio

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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.

About 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.

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.

Impact #1	The implementation of Twilio Programmable Messaging to Hearsay's platform has been a game changer, offering its financial services customers the ability to reach their clients by text for the first time. Advisors are getting immediate responses for the first time via SMS, a welcome change from other channels where clients rarely followed up. The ability to rapidly deploy an SMS channel in the midst of a pandemic provided relief for Hearsay's customers. It became a critical tool to engage their clients more regularly and effectively. These new channels help advisers reassure clients about the safety of their financial futures. With the ability to integrate CRM platforms, Hearsay’s enterprise financial services customers can ensure they are connecting with clients when it matters. The automatic capture of advisor texting and calling data provides a richer view of the client journey. This data informs intelligent workflows that power automated outreach for new and existing clients, with meaningful results.

Impact #1

The implementation of Twilio Programmable Messaging to Hearsay's platform has been a game changer, offering its financial services customers the ability to reach their clients by text for the first time. Advisors are getting immediate responses for the first time via SMS, a welcome change from other channels where clients rarely followed up. The ability to rapidly deploy an SMS channel in the midst of a pandemic provided relief for Hearsay's customers. It became a critical tool to engage their clients more regularly and effectively. These new channels help advisers reassure clients about the safety of their financial futures. With the ability to integrate CRM platforms, Hearsay’s enterprise financial services customers can ensure they are connecting with clients when it matters. The automatic capture of advisor texting and calling data provides a richer view of the client journey. This data informs intelligent workflows that power automated outreach for new and existing clients, with meaningful results.

Benefit #1	7X increased client engagement
Benefit #2	37% increase in new business conversion
Benefit #3	Response time less than 10M

Benefit #1

7X increased client engagement

Benefit #2

37% increase in new business conversion

Benefit #3

Response time less than 10M

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Overview

Empowering Financial Advisors with IoT: A Case Study on Hearsay and Twilio

Operational Impact

Quantitative Benefit