Download PDF
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
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.
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 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
Related Case Studies.
Case Study
Improving Vending Machine Profitability with the Internet of Things (IoT)
The vending industry is undergoing a sea change, taking advantage of new technologies to go beyond just delivering snacks to creating a new retail location. Intelligent vending machines can be found in many public locations as well as company facilities, selling different types of goods and services, including even computer accessories, gold bars, tickets, and office supplies. With increasing sophistication, they may also provide time- and location-based data pertaining to sales, inventory, and customer preferences. But at the end of the day, vending machine operators know greater profitability is driven by higher sales and lower operating costs.
Case Study
Integral Plant Maintenance
Mercedes-Benz and his partner GAZ chose Siemens to be its maintenance partner at a new engine plant in Yaroslavl, Russia. The new plant offers a capacity to manufacture diesel engines for the Russian market, for locally produced Sprinter Classic. In addition to engines for the local market, the Yaroslavl plant will also produce spare parts. Mercedes-Benz Russia and his partner needed a service partner in order to ensure the operation of these lines in a maintenance partnership arrangement. The challenges included coordinating the entire maintenance management operation, in particular inspections, corrective and predictive maintenance activities, and the optimizing spare parts management. Siemens developed a customized maintenance solution that includes all electronic and mechanical maintenance activities (Integral Plant Maintenance).