Case Study: Better Mortgage achieves a simpler, faster customer journey with Twilio Flex

How Better Mortgage enhanced its customer journey with Twilio Flex

Better Mortgage set out to make homeownership simpler, faster, and more accessible, but its existing SaaS contact center couldn’t integrate with its homegrown system. That lack of connectivity made it hard to share data across platforms, personalize support, and provide a smooth experience through its online mortgage process and one-on-one consultant model.

Twilio helped Better Mortgage deploy Twilio Flex, with Twilio Professional Services guiding a four-month pilot and full migration. The new setup unified customer data, enabled its internal calling app “Toto,” and automated manual tasks like user provisioning, routing, and queue assignment. As a result, consultants can respond faster with borrower context at hand, improving both customer and employee experience and supporting a simpler, faster, and cheaper homeownership journey.

Better Mortgage

Khazar Shirmammadov

Insights & Strategy Associate