The company found an ideal partnership with Twilio, thanks to the customization possibilities, which earned it this year's SmartCustomer award
NAVA Technology for Business, a provider of business and technology services and solutions, has partnered with Twilio, a customer engagement platform that delivers personalized, real-time experiences for today’s leading brands, to build a world-class Customer Experience Center for a major telecommunications company. The project was so successful that the companies secured the 2024 SmartCustomer Award. This is the second year in a row that Twilio has won the award for its customers’ success stories.
The success story involves integrating Twilio’s innovative tools and solutions with NAVA’s own platforms and accelerators to develop a fully customizable and scalable mission-critical operations system. Mission-critical operations are vital activities whose failure can have serious consequences for essential industries such as healthcare, finance, and telecommunications.
The project, led by Michael Marinho, Vice President of Operations at NAVA, aimed to digitize the customer journey and involved 27,000 B2B customers, the support team's journey and thousands of service providers.
Before implementing the solution, the operation had around 300 direct employees and thousands of field service providers. They used many different tools, including technical and management tools, without any integration between them.
NAVA approached Twilio to build a fully customizable, scalable and tailored platform for today’s mission-critical operations. “One of Twilio’s most important missions is to help our customers engage and satisfy their customers. The project with NAVA is a perfect example of the possibilities that our tools, such as Flex, offer and how they can be used to achieve these goals,” said Vivian Jones, Vice President LATAM at Twilio.
The project achieved remarkable results in nine months:
- 53% of incidents were handled digitally, increasing from 20% to 53% in just 9 months;
- Reduction of 37% in operating costs during the first 9 months;
- Call opening reduced to 4 minutes, compared to the previous 15 minutes;
- Reduction in average incident handling time from 48 hours to just 15 minutes;
- 87% of chatbot interactions were resolved without human intervention within 9 minutes.
The unified customer view provided by Twilio Flex centralized all processes into a single multichannel platform, which was able to interact with legacy systems and add new communication channels.
Today, the solution allows each functionality to be scalable and integrated, simplifying management and allowing for agile expansions and changes, on demand.
“The most interesting thing about this solution, and this is largely due to the flexibility of Twilio and NAVA itself, is that we can build the same solutions for different customers, changing only the customization of the use cases that imply the needs of this new customer. All the possibilities are available to all NAVA and Twilio customers,” concludes Jones.
Twilio Flex is a digital engagement hub that provides a layer of real-time data and AI capabilities to individually personalize every sales and service interaction.
