Quadrupling Response Rates with Automated Personalized Outreach
How we increased Fuego's lead engagement rate by over 700% and qualified lead volume by nearly 400%.
The Goal
Fuego operated private health insurance shopping platforms and developed tools to streamline insurance coverage discovery. Their objective was reducing cost-per-lead acquisition while maximizing revenue from both existing and new campaigns. With a 6-person team, they needed to do more with less.
The Results
By 2022, Fuego significantly expanded contact rates, engagement metrics, and conversion capabilities through semi-automated personalized outreach paired with optimized customer experiences. The combination of faster response times and intelligent automation transformed their lead handling operation.
Key Actions
Lead Engagement Optimization
Identified unanswered calls and 20-minute delays in customer contact. Implemented a prioritization algorithm directing high-value leads to available agents faster, achieving a 3.7x improvement in contact rates.
Hybrid SMS Journeys
Created automated SMS sequences that agents could seamlessly take over, combining the speed of automation with the personal touch of human conversation.
Virtual Qualification Agent
Deployed an automated qualification system to gather customer information while prospects awaited licensed agents, increasing qualified leads by over 40%.
Our Approach
Lead Engagement Optimization
We audited Fuego's entire lead handling process and found the biggest leak: response time. Leads were going unanswered or waiting 20+ minutes for initial contact. We built a prioritization algorithm that scored incoming leads by value and routed them to the next available agent. This alone tripled contact rates.
Hybrid SMS Automation
Pure automation feels robotic. Pure manual outreach doesn't scale. We built hybrid SMS journeys that started with automated personalized messages and allowed agents to seamlessly take over the conversation when a lead showed high intent. This gave prospects the speed of automation with the trust of human interaction.
Virtual Qualification
As lead volume grew, the team couldn't manually qualify every prospect. We deployed a virtual qualification agent that gathered essential customer information — coverage needs, budget, location — while prospects waited for a licensed agent. This pre-qualification step increased the team's qualified lead volume by over 40% without adding headcount.
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