Case Study: GreenWay builds a smarter IVR call center with Polcode and Twilio Studio

Greenway launches smarter IVR hotline with Polcode, tracking the last 24 hours of calls

Greenway, the largest electric vehicle charging network in Poland, needed a more sophisticated 24/7 IVR system to improve customer support for drivers. They partnered with Polcode, a Twilio Technology Partner, to build a smarter solution using Twilio Studio to create dynamic call scenarios and reduce the need for agent intervention.

Polcode implemented a Twilio Studio-powered IVR that integrated with Greenway's Zoho Desk CRM, providing detailed call tracking and a management dashboard. The result was a more reliable hotline where end users reported faster and more efficient support access. Greenway gained real-time reporting, improved KPI metrics, and the ability to build a more advanced call center with features like dynamic routing and enhanced caller tracking.

Greenway