Leading Global Equipment Manufacturer
Empowering a Leading Manufacturer with Twilio Flex on AWS and 24/7 Global Support
Our client, a wholly owned subsidiary of a global manufacturer, provides retail and wholesale financing solutions and extended protection products to customers and dealers for its complete line of machinery and engines, gas turbines, marine vessels, and related equipment. We have been a valued partner to this client for more than 20 years.
Internal Teams Needed Support With a New Contact Center Platform
Our client provides different payment options that require consistent customer service communication throughout the lifecycle of equipment – from purchase to protect to maintain to resale. However, its legacy on-premises contact center solution was unstable, costly, and didn't provide a customer experience reflective of the overall brand.
We recommended and implemented a new Twilio Flex customer service platform hosted on Amazon Web Services (AWS) that was friendly to both internal and external users, more reliable, and easier to support.
Throughout the implementation process, we educated our client on what the post-implementation landscape would need to look like, including skill set and resource requirements, as well as the potential work streams required for ongoing platform optimization and support.
The internal telecommunications team recognized it was not prepared to maintain the solution on its own, particularly because it was not knowledgeable in Twilio Flex and AWS cloud technologies, nor software development, and would need support.
Following the implementation, the global manufacturer's financial division asked us to remain as the managed services partner of its new platform.
Educating and Empowering IT and Customer Service Teams
We were engaged to provide multi-tiered dedicated technical operations specialists in all areas of customer care, including contact center analysts, system engineers, cloud ops management, development, and more.
This team is available 24x7 to quickly pinpoint and resolve any platform issues and address service agent inquires or needs that may arise. Any high-impact production bug is quickly addressed within a hotfix, which results in no disruption to the end-customer experience.
Our support services include meeting weekly with stakeholders to execute on an enhancement roadmap that ensures the continuous optimization of the platform to keep up with ever-changing business needs and goals and evolving customer demands.
Perficient was the clear choice for this global manufacturer’s financial division due to our 20+ years of partnership with its parent company, our deep experience in delivering exceptional customer service solutions, and expertise implementing and supporting Twilio Flex.
Results
A Robust Platform for a Seamless Customer Service Journey
With a robust and scalable Twilio Flex Contact Center solution in place, our client can be confident that the platform not only continues to deliver an exceptional customer experience, but it can continually optimize and implement features to enhance that experience with Perficient's managed services.
Bugs are easily identifiable and addressed, resulting in an uninterrupted customer experience that builds loyalty, drives repeat business, and ultimately grows revenue.
Perficient was the clear choice for this global manufacturer's financial division due to our 20+ years of partnership with its parent company, our deep experience in delivering exceptional customer service solutions, and expertise implementing and supporting Twilio Flex.
