Developing excellent customer experiences in the manufacturing industry is crucial for any business in today’s competitive world. Delivering on consumer expectations requires organizations in these field to invest not just in the right team, but the correct tools to streamline interactions.
CPG Europe, a leading provider of construction materials, understands that building great CX requires a multi-faceted, flexible approach. The huge company operates on an international basis, delivering innovative tools to architects, construction site workers, building specialists and project managers.
To stay ahead in the marketplace, CPG Europe believes it's crucial to be able to rapidly respond to customer queries with innovative contact center tools. Because of this, the company started looking for CCaaS solutions that would allow the company to become more accessible across multiple channels. Fortunately, the team found Twilio.
Delivering Flexible Customer Service
According to CPG Europe, the rising need to support and reach customers with multiple tools delivered under a single umbrella is what led the company to Twilio. Originally, the organization was just looking for a SIP provider. However, when the COVID pandemic fit, the brand began prioritizing a more flexible solution, capable of adapting to the changing workplace.
Eventually, the business chose to adopt the Twilio Flex contact center solution, to help simplify customer experience, by bringing agents and customers into a streamlined, accessible ecosystem. Prior to using this technology, CPG Europe was constantly trying to balance services from a range of different telephony providers. Switching to Twilio allowed the company to embrace a more flexible, scalable solution, in an all-in-one connected environment.