Case Study: loveholidays achieves 20% higher agent productivity with Sabio and Twilio Flex

loveholidays uses Twilio Flex to Improve Agent Productivity by 20%

loveholidays, a UK-based online travel agency, faced the dual challenge of moving its contact center to a remote model during the COVID-19 pandemic and handling a massive surge in customer inquiries across new channels. To address this, the company partnered with vendor Sabio and implemented the cloud-based Twilio Flex platform to ensure business continuity and improve its omnichannel capabilities.

Sabio, working through its partner DVELP, implemented Twilio Flex to seamlessly transition over 300 agents to remote work. The solution integrated email, webchat, and social media into a single agent interface, automating workflows and reducing response times. As a result of this implementation, loveholidays achieved a 20% increase in agent productivity and significantly improved the overall customer experience.

Loveholidays