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Zenyum Enhances Customer Experience and Streamlines Operations with Twilio

Technology Category
  • Networks & Connectivity - 5G
  • Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
  • E-Commerce
  • Retail
Applicable Functions
  • Logistics & Transportation
  • Sales & Marketing
Use Cases
  • Last Mile Delivery
  • Smart Campus
Services
  • System Integration
The Challenge
Zenyum, a dental consumer brand with a growing e-commerce presence across Asia, faced challenges in managing customer data as it expanded across different channels. Initially, Zenyum was using multiple customer data platforms (CDPs), which resulted in customer profiles and interactions being scattered across various platforms. This made it difficult to manage customer data and provide an optimal customer experience. As the company grew, they realized the need to consolidate all customer data into one platform to understand the customer journey better, recognize customers, and recommend other products they might be interested in. Another challenge arose when Zenyum began to expand in different regions. In one market, Zenyum’s customer service team faced a phone number problem stemming from one of their original providers, which meant current and prospective customers received calls as anonymous and weren’t answering their phones.
About The Customer
Zenyum is a dental consumer brand founded by a team of dentists and tech-entrepreneurs with the mission of making Asia smile more. The company offers a range of products from invisible braces to electric toothbrushes, toothpaste, mouthwash, and floss. Zenyum operates across Asia, partnering with local dentists in Singapore, Japan, Malaysia, Indonesia, Hong Kong, Macao, Thailand, Taiwan, and Vietnam. This provides their customers with a unique experience through a combination of offline and online activities, depending on their preference and oral care needs. Zenyum is committed to bringing together the best of physical and digital dentistry to provide the best possible customer experience.
The Solution
To address these challenges, Zenyum leveraged Twilio’s Customer Engagement Platform, including Twilio Programmable Messaging, Segment CDP, Twilio Flex, and SendGrid Email. Twilio Segment and its Destination Action Framework were easy to implement and integrated perfectly with Zenyum's other platforms, providing streamlined access to all necessary information within weeks. Zenyum also chose Twilio Programmable Messaging for its rapid delivery speeds, robust scalability, and easy deployment. This allowed Zenyum to heavily involve their customers in their treatments by sending notifications about upcoming appointments, follow-ups, and the importance of consistently wearing their retainer. To solve the phone number problem, Zenyum chose Twilio Flex as their contact center platform, which enabled them to make calls with correctly showing phone numbers. Zenyum also used Segment CDP to track the progress of their customers’ treatment for dental aligners and to provide a more tailored experience by recommending products related to their interests and needs.
Operational Impact
  • The implementation of Twilio's solutions has significantly improved Zenyum's operations and customer experience. With Twilio Segment, Zenyum was able to consolidate all customer data into one platform, providing a holistic view of the customer journey. This has enabled Zenyum to recognize their customers better and recommend other products they might be interested in. The use of Twilio Programmable Messaging has also improved communication with customers, allowing Zenyum to send timely notifications and reminders. Furthermore, the use of Twilio Flex has resolved the phone number problem in one market, enabling the customer service team to make calls with correctly showing phone numbers. Overall, Twilio's solutions have enabled Zenyum to personalize the whole customer experience, build a long-term engagement journey, and remove friction from different aspects of dental care processes.
Quantitative Benefit
  • Unified customer data into one system
  • Partnered with over 100 dental clinics and offices across Asia
  • 4X volume of OTPs and SMS messages sent

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