Twilio Case Studies Supermoney Leverages Twilio to Manage Rapid Customer Growth and Improve Service Efficiency

	Supermoney Leverages Twilio to Manage Rapid Customer Growth and Improve Service Efficiency Twilio

Supermoney Leverages Twilio to Manage Rapid Customer Growth and Improve Service Efficiency

Twilio

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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 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.

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.

Impact #1	The partnership with Twilio resulted in a better set of tools for Supermoney's sales consultants, with intelligent automation augmenting their human-to-human expertise. With more data insights about the customer’s interaction history, they were able to resolve each call more quickly. The contact center was able to handle a 30 percent leap in a single day, generating more revenue for Supermoney’s business customers and providing a faster, easier, and more personalized user journey for Italian consumers. The new system also freed up Supermoney’s executives to invest their time in more high-value strategizing. Looking ahead, Supermoney plans to build tailored communication solutions to improve processes and create tools that meet customers where they are, including capabilities for WhatsApp, SMS, live chat, and conference calls.

Impact #1

The partnership with Twilio resulted in a better set of tools for Supermoney's sales consultants, with intelligent automation augmenting their human-to-human expertise. With more data insights about the customer’s interaction history, they were able to resolve each call more quickly. The contact center was able to handle a 30 percent leap in a single day, generating more revenue for Supermoney’s business customers and providing a faster, easier, and more personalized user journey for Italian consumers. The new system also freed up Supermoney’s executives to invest their time in more high-value strategizing. Looking ahead, Supermoney plans to build tailored communication solutions to improve processes and create tools that meet customers where they are, including capabilities for WhatsApp, SMS, live chat, and conference calls.

Benefit #1	70% shorter average customer transaction time
Benefit #2	99%+ completed calls
Benefit #3	30% scale in one day

Benefit #1

70% shorter average customer transaction time

Benefit #2

99%+ completed calls

Benefit #3

30% scale in one day

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Overview

Supermoney Leverages Twilio to Manage Rapid Customer Growth and Improve Service Efficiency

Operational Impact

Quantitative Benefit