Bonzo Migrates to Telgorithm and Reduces Customer Churn
Telgorithm’s quality & speed of support resulted in:
About Bonzo
With customers such as LendingTree, Zillow, Realtor.com, Bankrate and more, Bonzo is one of the top CRM and communication providers for the mortgage industry. Within their CRM, Bonzo offers omni channel communications for voice, email and SMS. For Bonzo, working with the right partner in the 10DLC space was crucial to growing their SMS business and keeping loyal customers.
Providing Technical Concierge Support
Twilio was unable to clearly answer or resolve basic questions around 10DLC transactions including:
- why messages sent by Bonzo’s customers were being filtered or not delivered,
- why Campaigns were being rejected,
- what the Brand messaging thresholds where,
- the best way to set up a large customer with multiple Brands, and more.
Bonzo could not resolve their customers’ issues and began to see the churn of larger clients sending out high volumes of text messages, ultimately hurting their business.
Telgorithm’s “technical concierge” support quickly resolved major issues for Bonzo and their customers. In addition, general education on the inner workings of 10DLC - including message deliverability and filter rates - enabled Bonzo to set up an internal telecom team to better support their customers and eliminate customer churn due to 10DLC issues.
Reliable Rate Limit Management
With Twilio, Bonzo could not clearly decipher the assigned message rate limits for their customers, causing frustration and business disruptions.
In addition, hidden fees and unclear billing added complexity to an already fraught situation.
Telgorithm’s patent-pending Smart Queueing technology proactively alerts the Bonzo team when any of their customers have reached two-thirds of their approved Carrier rate limits. These alerts enable the Bonzo team to proactively notify their customer when it’s time to apply for added vetting to have their limits increase.
However, as a further layer of protection, if a customer does in fact hit their Carrier limit, Smart Queueing simply queues those messages that would otherwise exceeded the limit and sends at the next available time, preventing those messages from failing.
Fast & Compliant 10DLC Registration
Bonzo’s experience with Twilio was drastically affecting their business for the worse, particularly leading up to Twilio’s cut off of unregistered traffic in 2023. Bonzo’s main priority was to migrate to an alternative 10DLC API provider that could give them the support they needed.
When Bonzo initiated the migration, the Telgorithm team ensured that everything was set up correctly the first time, including all Bonzo’s customer accounts, the API calls and endpoints on both sides. Telgorithm migrated 1000s of Campaigns and got them approved and working in a week’s time.