CPG Europe's Transition to Remote Customer Engagement with Twilio FLEX
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Automotive
- Consumer Goods
Applicable Functions
- Quality Assurance
Use Cases
- Building Automation & Control
- Time Sensitive Networking
Services
- System Integration
- Testing & Certification
About The Customer
CPG Europe is a leading provider of construction materials, including adhesives, passive fire protection products, and more. Their business is a sprawling, international operation that customers rely on to deliver the highest quality products and top-of-the-line experiences every time. Their primary customers are architects, project managers, construction site workers, and other building specialists who need to be able to handle questions or concerns about products at a moment’s notice. As a conglomerate of international brands, CPG Europe is regularly acquiring new companies and employees that need to be integrated into the broader work stream.
The Challenge
CPG Europe, a leading provider of construction materials, faced a significant challenge in maintaining customer relationships during the COVID-19 pandemic. With a sprawling international operation serving architects, project managers, construction site workers, and other building specialists, the company needed to be reachable over multiple channels at any time. Prior to the pandemic, CPG Europe was juggling several different telephony providers, leading to complexities in managing contracts, costs, and technical issues. The situation was further complicated by the fact that they had multiple providers in a single country, making maintenance difficult. The onset of the pandemic and the transition to remote work exacerbated these challenges, as the company needed to ensure business continuity and customer service without any slowdowns.
The Solution
CPG Europe turned to Twilio Flex, a powerful remote contact center solution, to simplify their customer experience. Twilio Flex allowed the company to bring agents and customers into one streamlined communications ecosystem accessible from anywhere with an internet connection. This solution provided the flexibility CPG Europe needed, especially as they regularly acquire new companies and employees that need to be integrated into the broader work stream. Twilio Flex also offered essential features like real-time view and real-time reporting, enabling the company to measure performance and review contact history. The company used the lockdown period to adopt Flex and prepare the environment for their agents, ensuring business continuity. Flex also allowed them to merge all of their phone numbers into one IVR system, making it easier for customers to reach the right person without being transferred between teams.
Operational Impact
Quantitative Benefit
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