How Optum SNAP Uses TXTImpact SMS Alert to Reduce Call Centre Load?
How Optum SNAP Uses TXTImpact SMS Alerts to Reduce Call Center Load and Improve Beneficiary Experience
Executive summary
For families and individuals enrolled in SNAP (Supplemental Nutrition Assistance Program), timely information is essential, especially regarding benefit deposits, card status, or program updates. Optum required a secure, reliable method to deliver real-time notifications to beneficiaries nationwide.
Wire2Air TXTImpact provided a compliant, high‑capacity SMS delivery solution using a dedicated short code, ensuring beneficiaries received important updates instantly, without needing smartphones, data plans, or app installations.
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In this Case Study
About the Client: Optum SNAP
The Challenge
TXTImpact Solution
Results
Why this matters
Technical Highlights
About Wire2Air TXTImpact
About the Client: Optum SNAP
Optum delivers technology‑enabled healthcare and government program services, supporting millions of Americans. For SNAP benefit programs, clear, timely communication is essential to ensure participants stay informed and supported.
The challenge
Reach everyone: Beneficiaries use a wide range of mobile devices—SMS is the most universally accessible channel.
Critical updates: Missed or delayed messages about card balance, deposit timing, or account issues can impact families depending on food assistance.
Security & compliance: Data is sensitive; the system had to follow strict privacy and consent controls.
Scale & reliability: Alerts needed to be delivered across multiple states with 24×7 uptime.
Government‑grade reliability: No tolerance for silent failures or missed alerts.
TXTImpact solution
Optum integrated its benefits management platform with Wire2Air TXTImpact via secure APIs connected to a dedicated short code. Messages are triggered automatically based on benefit changes or account events.
Key capabilities
Real‑time messaging: Deposit notifications, card status updates, and account alerts delivered within seconds.
Universal access: Works on any mobile phone—no app required.
Compliance‑aligned: Opt‑in handling, STOP/HELP automation, data protection policies, and audit logs.
High‑volume throughput: Designed to support statewide populations with peak‑hour messaging.
Delivery transparency: Webhook receipts and monitoring confirm messages reached end users.
Results
Fast delivery of essential SNAP benefit updates directly to beneficiaries.
Reduced call center load—fewer support calls about missing deposits or card issues.
Service continuity: 24×7 availability on a highly resilient SMS backbone.
Improved access & equity: Even beneficiaries without smartphones or data plans remained informed.
Scalable for statewide rollouts with surge‑ready infrastructure.
Achieve the same results with TXTImpact.
Reduce call center load and notify beneficiaries instantly via SMS.
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Why this matters
For many families, SNAP updates are not optional; they affect immediate access to food. SMS ensures:
No Wi‑Fi or smartphone required
Instant visibility into benefit changes
Peace of mind when deposits are posted
Reduced uncertainty and fewer disruptions at checkout
This improves program trust and client experience while reducing administrative overhead.
Technical highlights
Dedicated short code: Nationwide reliability and high throughput.
Secure API integration: Encrypted in transit and role‑based access controls.
Delivery receipts: Beneficiaries’ handset status visible through callbacks.
Queue‑based retry logic: Protects against carrier congestion or unreachable handsets.
Structured compliance: STOP/HELP automation, opt‑in verification, audit trails.
About Wire2Air TXTImpact
TXTImpact is an enterprise messaging provider trusted by 5000+ SMBs for over 20 years. Delivering robust and Reliable Texting Solutions for Businesses, government, healthcare, and large organizations requiring secure, reliable communication at a national scale. With dedicated short codes, SMS, MMS routing, RCS, SMS Gateway APIs, and compliance automation, TXTImpact delivers missioncritical notifications with accuracy and uptime.