Twilio > Case Studies > QuoteWizard's Rapid Transition to Twilio Voice: A Case of Enhanced Efficiency and Cost Savings

QuoteWizard's Rapid Transition to Twilio Voice: A Case of Enhanced Efficiency and Cost Savings

Applicable Industries

Finance & Insurance
Telecommunications

Use Cases

Speech Recognition
Usage-Based Insurance

Services

System Integration

About The Customer

QuoteWizard is a company that specializes in connecting consumers with insurance agents. The company allows consumers to shop for insurance policies with speed and efficiency. Visitors describe the policy they require, and within seconds, several trusted insurance agents in their area provide competing quotes. The consumer then selects the best policy and connects to the agent on the phone in real time to complete the purchase. When QuoteWizard successfully connects a buyer to an agent, they get paid for the lead. The company was founded in 2006 and is headquartered in Seattle, WA.

The Challenge

QuoteWizard, a company that connects consumers with insurance agents, faced a significant challenge when their telephony provider experienced an outage that lasted for days. This outage caused their Interactive Voice Response (IVR) and lead generation infrastructure to go offline, severely impacting their operations. The reliability of their phone infrastructure was crucial for their revenue stream, as they get paid for every successful connection between a buyer and an agent. The outage not only disrupted their services but also left the team in a state of uncertainty and stress. The situation was further exacerbated when, even after 24 hours, the outage was not resolved, leaving QuoteWizard's telephony services still down.

The Solution

In response to the prolonged outage, the team at QuoteWizard decided to re-deploy using Twilio's Voice API and integrated IVR capabilities. Within a short span of four hours, they were able to build, test, and deploy a working replacement for their existing provider. This rapid transition was made while their existing service provider's outage was still ongoing. The team used ColdFusion to leverage the Twilio API and integrated it into their web interfaces to provide phone-based enhancements to business procedures. The newly implemented Twilio solution replaced the old processes and has been in use since then. This solution not only dramatically reduced downtime but also scaled smoothly as their volume increased.

Operational Impact

The transition to Twilio's Voice API and integrated IVR capabilities has brought about significant operational benefits for QuoteWizard. The new solution has dramatically reduced downtime, ensuring that the company's services are always available for consumers and agents. This reliability is crucial for QuoteWizard's business model, which relies on the successful connection of buyers and agents. Furthermore, the solution scales smoothly as their volume increases, ensuring that the company can handle growth without disruptions. The integration of the Twilio API into their web interfaces has also provided phone-based enhancements to business procedures, improving the overall efficiency of their operations.

Quantitative Benefit