Twilio
Improving the Customer Experience With Twilio Flex
What if...we could implement and maintain a Twilio Flex solution to improve the global customer experience?
Cat Financial, a wholly owned subsidiary of Caterpillar Inc., provides retail and wholesale financing solutions and extended protection products to Caterpillar 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 Caterpillar, Inc. for more than 20 years.
Internal Teams Needed Support With a New Contact Center Platform
Cat Financial 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 Caterpillar 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 Cat Financial 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, Cat Financial asked us to remain as the managed services partner of its new platform.
Educating and Empowering IT and Customer Service Teams
Cat Financial engaged us 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 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 Cat Financial on this project due to our more than 20 years of partnership with its parent company, our deep experience in delivering exceptional customer service solutions, and expertise implementing and supporting Twilio.
Results
A Robust Platform for a Seamless Customer Service Journey
With a robust and scalable Twilio Flex Contact Center solution in place, Cat Financial can be confident that the platform not only continues to deliver an exceptional customer experience, but that with Perficient's managed services it can continually optimize and implement features to enhance that experience.
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 Cat Financial on this project due to our more than 20 years of partnership with its parent company, our deep experience in delivering exceptional customer service solutions, and expertise implementing and supporting Twilio.
