Case Study: a large U.S. consumer electronics company achieves rapid office-to-home migration with HGS Digital and Twilio

Achieving rapid office-to-home migration with HGS and Twilio

A large U.S. consumer electronics company faced the challenge of rapidly migrating its customer service operations from an office to a work-from-home model during the COVID-19 pandemic without disrupting service or security. Their existing vendors lacked the capability to make this transition, leading to missed calls and a decline in service quality. They engaged HGS Digital to implement a solution using the HGS Work@Home service.

HGS Digital implemented a cloud-based telephony solution in partnership with Twilio, which included a crucial integration with the client's on-premise CRM. This solution was deployed in a record 27 days, saving the client $50,000 initially and $184,000 annually thereafter. The migration resulted in consistent customer satisfaction scores of 85 or higher and positioned the client to scale operations with a hybrid model.