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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
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.
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 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
Quantitative Benefit
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