Enterprise Platform

Republic Bank Taxpayer Solutions Increased Customer Engagement with Integrated Text Alerts

9 June 2020

Republic Bank, headquartered in Louisville, Kentucky, is considered one of the premier mid-size banks and ranked #5 among those with over $3 billion in assets. The bank taxpayer service identified that a high volume of incoming calls during tax time were mainly regarding information related to requests about the amount and status of refunds. To mitigate these calls, and differentiate the tax service, Republic Bank turned to AGENT511’s REACH text messaging service.

AGENT511’s REACHTM solution provided Republic Bank with the high volume, integrated solution they were seeking. Offering template-based alerts to customers, notifying of the status and amount of their refunds, the platform allowed for outbound-triggered communications, opt-in preferences, two-way messaging, and instant text STOP to unsubscribe.  Opt-out messages were synchronized with the bank’s information systems so that customers’ privacy requests could be satisfied.

The REACH platform also includes portal functionality which allows Republic Bank the ability to upload filtered employee, business partner, and customer data to send ad hoc messaging blasts.  This is leveraged annually in order to prepare its partners for the upcoming tax season.   In 2020 at the height of the pandemic, in order to keep customers informed while mitigating the flood of calls about stimulus checks, the bank leveraged REACH to deliver check updates.

During tax seasons, Republic Bank sends millions of text messages to customers notifying them of tax refund statuses. This offers their customers a higher level of service, the ability for instant feedback, and mitigates call center volume. The REACH platform is scaled to meet the burst needs of Republic Bank cost-effectively. Hosted in AGENT511’s secure datacenter, the platform was quickly deployed without new infrastructure while maintaining the integrity of the bank’s information.


SMS/MMS read rate 99% compared to email

Download our white paper on proactive customer notifications