Using SMS to ensure security

Customer Story
The Floow use SMS to increase customer engagement, strengthen their brand, and reduce fraud.
Image of a woman with a tablet


Challenge: Manage incentive and reward program while reducing fraud

Solution: Drive engagement and verification using SMS

Results: Customer engagement and validation challenges met within tight timescale


The Floow





United Kingdom

Supporting insurers worldwide to achieve safer and smarter mobility for everyone, technology company The Floow is making waves in the Insurance industry by using SMS to manage incentive and reward programs for high-profile insurance companies in the UK and the USA.

Challenge: A rewards program to drive down fraud

The Floow was approached by one of their clients who were looking to introduce an SMS based customer validation process to their reward scheme. They needed to ensure there was no chance of customers attempting to fraudulently claim rewards. The Floow identified that embedding an SMS verification process, with a one-time passcode, into the mix would enable exactly the kind of security they were looking for.

The Floow’s client also wanted to use SMS as a means to drive customer engagement, i.e. to send prompts to download apps or access specific information. Both The Floow and their client needed a way that this process could be integrated quickly, and managed seamlessly with reliability being key. Speed was of the essence, The Floow had just 2 weeks to source a supplier, find the right product, and integrate.

Solution: Using SMS to increase engagement

Following the successful integration of the Sinch SMS API into their platform (in the required time frame, we might add), The Floow are now using SMS to successfully drive customer engagement and verify secure access to incentive and reward accounts for their high-profile insurance clients.

Before working with Sinch, The Floow had no way of offering this kind of service, which is now considered a table stake, as Rebecca Ball, Marketing Leader at The Floow explains, “customers now expect a reliable SMS provision as part of the solution.” Rebecca goes on to say that Sinch “delivered a valuable customer solution, which if it had not been available so quickly, might have impacted the relationship held with our client.”

Results: Straightforward and swift integration

Now the solution is up and running successfully, Marketing Leader Rebecca Ball commented that “integrating SMS is a highly repeatable process, so this solution can be easily replicated, giving us an advantage on speed of delivery for future clients.”

Rebecca advised that, for The Floow, the solution offered by Sinch was attractive due to its “straightforward integration, ease of use, simplicity and minimal ongoing cost” and, as Rebecca goes on to say, it “helped us to cost-effectively meet the challenges of customer engagement and customer validation, it was easy to get up and running thanks to the strong support we received from Sinch.”

The Floow are now enjoying all the benefits that working with Sinch brings – including the security and peace of mind that comes with sending SMS through a trusted partner’s Tier 1 Network, allowing access to worldwide markets through just one provider.

Sinch helped us to cost effectively meet the challenges of customer engagement and customer validation, it was easy to get up and running thanks to the strong support we received.
Rebecca Ball
Marketing Leader, The Floow