Groupama Enhances the Reliability of Its Customer Communications With Retarus

In the insurance industry, customer communications are at the heart of many business processes: appointment confirmations, policy-related notifications, health insurance reimbursement information, marketing communications, and messages to prospects who have consented to be contacted.

Groupama was looking for a solution capable of supporting these critical applications with a high level of reliability, good deliverability, and a service tailored to the requirements of a large corporation.

The challenge wasn’t just technological. It was also about having access to expert guidance that could explain the complex mechanisms involved with telecom operators, Sender ID rules, SMS and email deliverability constraints, and regulatory changes.

Retarus supports Groupama in managing its SMS and email channels, which are integrated with the group’s various business applications. These channels are used to send both operational customer communications and marketing communications.

Throughout the collaboration, the Retarus France teams played a key role in helping us understand deliverability mechanisms and providing technical support. Groupama particularly highlights the value added by the teams’ local expertise, their responsiveness, and the quality of our regular communications.

An additional monitoring service, which includes reporting and monthly updates, has also been implemented. Initially tested for one year, this program was continued due to the positive feedback it received.

Thanks to its partnership with Retarus, Groupama can now rely on a service that is reliable, responsive, and tailored to the needs of its business units.

Among the identified benefits:

• a high level of service quality
• Service commitments met
• a better understanding of the challenges of SMS and email deliverability
• local technical support
• a relationship of trust with the Retarus France teams
• pricing considered competitive and in line with the market
• an infrastructure capable of meeting availability and continuity requirements

Groupama particularly highlights the quality of its relationship with Retarus, which is built on responsiveness, guidance, and trust.

For Groupama, the ways in which digital communications are used continue to evolve. Teams are gradually expanding the use cases for text messages and email, particularly to replace certain paper mailings with faster and more direct notifications.

The group is also closely monitoring developments in new channels such as RCS, push notifications, and rich communication formats. In this context, Retarus’s ability to provide clarity on its roadmap, share its expertise on regulatory developments, and support its customers in a complex telecommunications environment represents a key focus for the future.

Beyond technology, Groupama values, above all, the reliability of the service, the quality of the support, and the relationship of trust it has built with Retarus.