Case Study: Twiddy & Company achieves 90% CSAT and 90% reduction in wait time with Genesys Cloud CX

Making vacations even more memorable

Twiddy & Company, the Outer Banks vacation‑rental leader managing over 1,100 properties, faced a critical communications challenge when its aging on‑premises VoIP system reached capacity during the COVID‑era call surge and could not support remote work. The family‑owned business needed to modernize quickly to avoid long hold times, busy signals and lost revenue while keeping service personal and reliable.

Twiddy migrated to Genesys Cloud CX (live in 62 days), integrating with Salesforce and using low‑code tools and Workforce Engagement Management to route customers to the right specialist, enable browser‑based agents, and speed innovation. Results include a 90% CSAT score, 90% reduction in wait time, 26% fewer abandoned calls, fewer transfers, and reduced lead times for new features from weeks to days — with a chatbot planned to streamline check‑in and ordering.

Twiddy & Company

Blake Stockslager

Chief Information Officer