Case Study: Better Mortgage enhances the customer journey with Twilio Flex and SendGrid

How Better Mortgage enhanced its customer journey with Twilio Flex

Better Mortgage, a digital mortgage lender serving customers across all 49 U.S. states and originating over $1B in loan volume, wanted to make homeownership simpler and less stressful. The company needed a more flexible, integrated way to connect its online application, consultants, and contact center, but its existing SaaS contact-center system could not communicate seamlessly with its homegrown platform. Better Mortgage turned to SendGrid as part of its broader customer communications stack, alongside Twilio Flex for contact-center support.

SendGrid was used for transactional email, while Twilio Flex helped Better Mortgage integrate data, streamline agent workflows, and give borrowers faster access to expert guidance through its internal calling app, Toto. After a four-month pilot and full migration, the company improved customer and employee experiences by reducing manual tasks such as provisioning, routing, and troubleshooting, and enabling consultants to respond with full borrower context. The result was a simpler, faster, and cheaper homeownership process with more personalized support.

Better Mortgage

Khazar Shirmammadov

Insights & Strategy Associate