Twilio > Case Studies > Twilio Flex and CloudWave's Role in Electrolux's Digital Transformation and Customer Engagement

Twilio Flex and CloudWave's Role in Electrolux's Digital Transformation and Customer Engagement

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Retail
Telecommunications

Applicable Functions

Maintenance
Sales & Marketing

Use Cases

Inventory Management
Time Sensitive Networking

Services

Cloud Planning, Design & Implementation Services
System Integration

About The Customer

Electrolux is a global leader in home and kitchen appliances, selling more than 60 million household and professional products in over 150 markets each year. The company was faced with the challenge of maintaining strong customer engagement and keeping operations running during the global pandemic. With their contact centers not being cloud or Internet-based, they were unable to support remote work. However, with a vision for the future and a need for a solution to simplify communication functions between clients, Electrolux sought out a partner that could help them navigate these challenges and ensure fast and efficient engagement with customers at every interaction.

The Challenge

The global pandemic brought about a significant challenge for businesses across all industries, including Electrolux, a global leader in home and kitchen appliances. The company, which sells more than 60 million household and professional products in over 150 markets annually, had to quickly pivot to maintain strong customer engagement and keep operations running. However, Electrolux's contact centers were not cloud or Internet-based, making it impossible to support remote work. The company needed to quickly develop a solution that would allow them to keep their contact centers operational. The challenge was to find a partner that understood their vision for the future and could help them find the appropriate solution to simplify communication functions between clients to ensure fast and efficient engagement with customers at every interaction.

The Solution

Electrolux turned to Twilio and CloudWave to quickly develop a solution. By leveraging Twilio Flex, a programmable contact center platform, Electrolux was able to get its contact centers in Thailand, Vietnam, Malaysia, New Zealand, and Australia up and running within a few days to weeks. CloudWave, a partner that could integrate solutions from best-of-breed vendors, suggested Electrolux implement the Twilio Flex contact center platform. This cloud-based solution helped drive customer engagement across all of Electrolux's digital channels and ensured the company could pivot quickly and remain agile during a challenging period. Twilio Flex also gave Electrolux the ability to integrate other features into their contact center solution and transition from a traditional, on-premise contact center to a cloud contact center with zero downtime. Electrolux was able to develop a customized communications solution that was aligned with their consumers' expectation for a great customer service experience.

Operational Impact

The implementation of Twilio Flex and CloudWave's solution transformed Electrolux's contact center operations. The transition from a traditional, on-premise contact center to a cloud contact center was seamless with zero downtime. The solution also allowed Electrolux to integrate their customer data platform with their communications platform, providing a more streamlined view of the various systems. This meant that agents could now quickly access all the necessary and relevant customer information from one single dashboard versus having to switch between screens or other user-interfaces. The solution also enabled agents to send information via SMS to a consumer while remaining engaged with them on the phone, leading to a better customer experience. The company is now exploring the use of AI as a potential new communications channel for consumers who prefer the self-service route and plans to leverage their capabilities to enable channels such as WhatsApp, Facebook Messenger, and LINE for real-time language translation.

Quantitative Benefit

Achieved a 99.9% uptime for Electrolux’s contact center
Enabled the contact center to service 20-30% more calls
Conducted better quality conversations while resolving customers’ inquiries in less time