Luxury Travel Company Accelerates Twilio Flex Deployment

One 14-day period of nearly continuous outages in Microsoft Teams had their team scrambling to find a solution to empower their customer service agents with the tools they needed.

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The Challenge

Our client, a luxury train booking company with an ever-expanding portfolio of 5,000 independent, customizable rail itineraries across 52 countries, takes pride in offering their customers hassle-free service. The company offers highly personalized experiences to its customers so it can deliver on its promise of taking the complexity out of independent rail travel.

The company’s customer service agents relied on Microsoft Teams as their unified communication platform, but there were problems trying to adapt a corporate communications platform to suit the needs of an externally focused customer service team. These issues were compounded in March of 2020 when the “work from home” order was issued in the US.

140 agents were managing 5,550 inbound calls, 5,600 outbound calls and dozens of text messages per day using MS Teams plus Azure Active Directory for authentication. Once the “work from home” order was issued, their management no longer had physical visibility to agent activity and performance. What’s more, MS Teams became less stable with so many companies adopting the technology to connect their at-home workforces during the pandemic. One 14-day period of nearly continuous outages had the management and IT teams scrambling to find a solution.

Working with an IT contractor their Director of IT started exploring more robust and purpose-built contact center solutions. Twilio’s multi-channel platform fit the bill, but the IT team didn’t have the time to do the custom integration work required to get the system up and running quickly.

The Solution

Waterfield Tech’s Xcelerate solution simplified the Twilio Flex deployment by providing the agent and supervisor tools needed to support the customer support group. Using Xcelerate, they were able to skip the upfront development and get up and running in 4 days with prebuilt features and integrations while maintaining complete control to customize and adapt to the needs of his contact center.

“Working with the Waterfield team and using Xcelerate on top of Twilio was the perfect solution for us. The team really pulled together and the results in our contact center have been fantastic. Our agents have been able to improve productivity and deliver even better customer service.” Co-Chair

“We started with 50 seats and expanded to 90 seats within the month. We now have all 140 agents using the new platform and achieving faster, more efficient call center operations.” Dir. Of IT

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