Digital Bill Automation: Reducing Customer Service Demand and Increasing Payment Recovery

Challenge

Approximately 49% of customers contacting Actionline’s customer service were requesting a second copy of their monthly insurance bill. This high volume of requests overloaded the operation, negatively impacting the experience of customers who needed support for other issues. In addition, delays in resending bills led to late payments, increased delinquency, and even policy cancellations.

Efficiency through automation: fewer contacts, faster payments, better experience.

Solution

With the goal of creating a more agile and efficient communication flow, Actionline implemented a digital automation system for the proactive delivery of bills, automatically recalculating interest in case of delays. This process enabled the advance sending of updated bills with corrected amounts, ensuring that customers received the necessary information without needing to contact customer service. As a result, inbound call volume was reduced, freeing up the team to focus on more strategic interactions and increasing overall efficiency in payment recovery.

Additionally, by providing quick and easy access to updated bills, the automation helped reduce delinquency and prevent churn, ensuring continuity of insurance coverage.

Results

This initiative significantly improved both customer experience and business performance, delivering operational and financial gains:

* 37% increase in payment recovery rate
* 26% reduction in customer service call volume, freeing the team for more strategic tasks
* ROI of R$291 for every R$1 invested in automation
* Progressive increase in bill delivery, reaching 166,798 messages sent
* Reduction in the share of collections-related contacts from 53.4% to 39.6%
* Customer satisfaction reached 94%, driven by higher resolution without manual interaction