Twilio to Revamp Digital Customer Engagement Experience at BSH Home Appliances Group
Customer engagement firm Twilio will leverage its cloud-based contact center to revamp the digital infrastructure within the customer service organization of BSH Home Appliances Group, Europe’s largest home appliances manufacturer.
A subsidiary of German engineering and technology company Robert Bosch GmbH, BSH had overhauled its entire digital service, support, and customer care infrastructure as it set out to find a cloud-based communications platform that would help BSH continue growth worldwide. Several goals also needed to be met—simplify the work of 1,500 contact center advisors worldwide; integrate with existing BSH infrastructure; combine digital communication channels, including voice, email, chat, SMS, video, and WhatsApp; and eliminate data silos to enable 360-degree views on consumer data across different touchpoints.
BSH found what it was looking for with Flex, Twilio’s cloud-based contact center solution. “Looking into different vendors, Twilio was the only company that combines all of our needs in one customizable, scalable solution and also makes data privacy a top priority,” says Gloria Corella, a BSH product manager. “The Twilio Flex platform gives us the greatest flexibility and customization possible.”
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A consulting partner and advisor for the project, Deloitte Consulting Spain, will help roll out Twilio Flex in several regions, tightly integrating the service solution within customer care journeys. Flex will launch starting with customer service hubs in France and the United Kingdom, but the long-term plan is to migrate all BSH agents worldwide—numbering approximately 1,500—to Twilio Flex.
Freshworks Solutions Tackle Increased Customer Service Volume at BitOasis
Business and CX software provider Freshworks is collaborating with BitOasis, a key cryptocurrency platform in the Middle East and North Africa (MENA) region, to help manage a massive surge in customer queries on digital currencies. With the cryptocurrency investment space besieged at present by challenging macroeconomic conditions, the number of daily customer interactions with BitOasis through its chatbot is up 900%, surging from an average of approximately 300 before the onset of the crypto crisis to nearly 3,000 at present.
Headquartered in the United Arab Emirates (UAE) and present in 14 countries, BitOasis is one of the largest cryptocurrency exchanges in MENA and a hotspot for crypto queries from customers worried about the volatile state of the market. “The dip in the cryptocurrency market left many users feeling uncertain and wanting immediate answers,” says Silvia Gomez, CX director at BitOasis. “Our queries increased dramatically because customers wanted the assurance that BitOasis would continue operations since so many other exchanges across the globe have vanished.”
To respond more quickly and more efficiently to its large customer base, BitOasis chose two Freshworks solutions: Freshdesk support software and Freshchat conversational messaging software. Using Freshdesk, BitOasis created a ticketing system to help support agents in prioritizing and responding to customer questions quickly. Adding Freshchat, the customer service team was able to incorporate WhatsApp into the company’s troubleshooting abilities. Today, the BitOasis bot—an intelligent bot built using the artificial intelligence (AI)-powered chatbot from Freshworks—now handles more than 50% of customer queries over WhatsApp, enabling live agents to focus on responding to queries that need human intervention.
The partnership, BitOasis CX Director Gomez says, has made it possible for the company to handle the continuing influx of data. A data organization strategy is also in place if automated chatbots need to be deployed in the future. “Our customers know we are here for them,” Gomez says, “and that’s what matters most to us.”
Medallia Partners with HelloFresh to Improve CX
Experience manager platform provider Medallia was the choice of HelloFresh to help transform the contact center experience at the meal-kit company. In partnering with Medallia, HelloFresh had sought to understand the significance of structured and unstructured CX data to improve its US contact center experience—and ultimately, the company’s overall CX. HelloFresh was also looking to automate its quality assurance processes and turn customer insights into action to improve the experience for both customers and agents.
Related Article: Medallia to be Acquired by Investment Firm Thoma Bravo
Following a smooth deployment, HelloFresh is now able to automate quality monitoring across all its frontline agents, identifying high-impact calls for manual reviews instead of randomly selecting a small subset of calls for manual review. Comprehensive monitoring allows the contact center to be more proactive in identifying emerging issues across business lines and in acting quickly to resolve them. And by understanding the reason for calls alongside more focused, insight-driven frontline coaching, HelloFresh enables its agents to solve issues more quickly, lowering call volumes and agent frustration.
“As an iconic global brand, HelloFresh puts their customers first in all aspects. By incorporating Medallia’s best-in-class contact center suite, they can deliver not only the best customer experience, but also a higher-quality agent experience,” says Leslie Stretch, CEO of Medallia. “With the ability to continuously turn feedback and insight into impactful action for customers, our easy-to-use platform empowers companies to use all forms of feedback to drive change and improve the lives of their customers and employees.”
SugarCRM and ResPax Team Up to Offer Integrated Platform
SugarCRM and Australian tour-reservation provider ResPax have launched a strategic partnership that offers the travel and tourism industry a fully integrated platform for customer relationship management (CRM) and tour booking.
The purpose-built platform aims to improve scalability and enhance CX to help tour operators rebound and grow after three years of pandemic lockdown. The partnership also seeks to provide innovative technologies so that operators can streamline business operations, obtain a greater understanding of visitor needs and preferences, and stay on top of shifting consumer habits and preferences. The combined offering will help operators create highly personalized offers and target customers more efficiently, while also optimizing customer journeys and user engagement.
“The customer experience is at the beating heart of the travel and tourism industry,” says Craig Charlton, CEO of SugarCRM. “Together, ResPax and SugarCRM are making the hard things easier for tour operators and their guests by streamlining processes and engagement to help the tourism industry rebuild and embrace a period of new growth.”
Tony Bridgewater, ResPax CEO, says the partnership will provide a matchless experience for both operators and guests. “Tour operators can now revolutionize the guest experience and build even stronger and more profitable relationships, using rich customer insights to create unique experiences that resonate with clients.”
SugarCRM is the Silicon Valley-based provider of an AI-driven CRM platform. The company is enjoying a banner year, reporting double-digit growth in attracting new customers and winning a string of industry awards for CRM excellence. ResPax, headquartered in Cairns City in the Australian state of Queensland, is the developer of enterprise-grade reservation and scheduling software for brands and operators.
Totango Announces Client Wins with Enterprise Firms Trimble and Calix
Totango, the provider of a unique customer success platform, announced two recent enterprise customer wins, marking a year of growth for the company since it successfully raised $100 million in funding in September 2021. The new Totango customer wins are for Trimble, a global provider of location-based industrial technology, and Calix, a cloud and software platform service provider.
Based in Redwood City, California, Totango is the provider of the industry’s only composable customer success platform, which uses uniform, reusable building blocks with specific pre-built capabilities to create and deliver optimal experiences and outcomes for customers. The modular platform includes tools like SuccessBLOCs, which features pre-built tools and templates for every stage of the customer journey. To date, the company has seen more than 58,000 customer success programs running on Totango, utilizing embedded best practices and key performance indicators (KPIs) through SuccessBLOCs.
In August, Trimble went live in its transportation sector as part of the company’s corporate Connect and Scale digital transformation strategy. Meanwhile, Calix, named the customer service team of the year at the American Business Awards, signed on with Totango to support its customer service model at scale. Both customer wins represent an expanding customer base comprising fast-growing companies and enterprise firms for Totango, which is tracking to double its customer count by year-end.
Author Information
Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.
At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.
