About the Company

Somit is an insurance brokerage firm that provides personalized advisory services for life, health, auto, and property insurance. Its team of brokers maintains constant communication with clients to answer questions, manage policies, and provide support throughout every stage of the service with agility and trust.≤

The Challenge

Before implementing Reach, Somit faced challenges that affected both its internal operations and the client experience:

• Lack of communication security: clients could delete messages on WhatsApp, leaving no record and causing the loss of sensitive information.
• Limited supervision: each broker managed their own WhatsApp number, preventing centralized visibility and oversight of client interactions.
• Absence of clear metrics: there were no reports available to analyze message volume, response times, or individual team performance.

These limitations represented both an operational and reputational risk, as they made it difficult to ensure transparency and consistency in customer service—key factors in maintaining client trust.

The Solution with Reach

By adopting Reach, Somit transformed the way it manages client communication:

• Line centralization: 12 WhatsApp numbers were integrated into a single inbox, ensuring 100% traceability of all interactions.
• Real-time supervision: supervisors now have immediate access to all conversations and can reassign chats among brokers to optimize service in critical situations, such as emergency requests.
• Reports and metrics generation: the team can now access detailed reports on message traffic and response times, allowing for data-driven decision-making and continuous improvement.
• Greater security and transparency: all client communication is now fully recorded, eliminating the risk of data loss and reinforcing trust and accountability.

Results Achieved

Centralization and Control

• 12 WhatsApp lines consolidated into one shared inbox.
• Interaction traceability increased from 70% to 100%.

Security and Transparency

• Elimination of information loss: reduced unregistered conversations from 10% to 0%, ensuring complete traceability.
• More agile supervision: supervisors now monitor conversations in real time and reassign chats based on availability, ensuring continuity in customer service.

Conclusion

The implementation of Reach allowed Somit to professionalize its communication management, consolidating operations and strengthening client confidence through transparency and efficiency.

This case demonstrates that in a sector as sensitive as insurance, centralization and traceability of communication are essential to deliver reliable and competitive service.