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Supermoney Leverages Twilio to Manage Rapid Customer Growth and Improve Service Efficiency
Technology Category
- Application Infrastructure & Middleware - Middleware, SDKs & Libraries
- Sensors - Utility Meters
Applicable Industries
- Electrical Grids
- Equipment & Machinery
Applicable Functions
- Quality Assurance
- Sales & Marketing
Use Cases
- Speech Recognition
- Water Utility Management
Services
- System Integration
The Challenge
Supermoney, an online platform that simplifies the process of comparing and contracting utility and financial services, was facing a challenge due to rapid growth in its customer base. The company's existing telephony system was unable to keep up with the expanding customer base. Additionally, increased scrutiny and regulation from European regulatory authorities necessitated more control over customer data and the CRM infrastructure. Supermoney also recognized the need for an improved digital interface and a more efficient integration of the self-service and high-touch human component of its customer support experience. The company was also planning for international expansion, which required a scalable technology partner.
About The Customer
Supermoney is an online platform based in Italy that simplifies the process of comparing prices and contracting among utility and financial service providers. The company's team of 400 aims to be a 'trusted one-stop shop' for customers to find the best deals and the easiest onboarding experience across various sectors. Supermoney also provides completely digitized sales and onboarding tools to leading electric, gas, and connectivity companies in Italy, acting as a digital disruptor and improving service experience for their customers while reducing their own operational costs.
The Solution
Supermoney partnered with Twilio to create a communication platform that reduced average customer transactions and improved service efficiency. Twilio's technology provided the flexibility and functionality to power communication for Supermoney's new data storage systems. Supermoney worked with Twilio's product team to develop a new contact management system that supported multiple channels and integrated flexibly with each other. Eighty percent of Supermoney’s new contact center was built using tools from Twilio, including Programmable Voice and Studio, which allowed them to create a customized interactive voice response (IVR) system. The new system provided greater flexibility and the ability to do A/B testing, leading to higher conversions. Supermoney's in-house developers also built a predictive dialer and created criteria around the optimization of the workforce.
Operational Impact
Quantitative Benefit
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