Case Study: Positec improves customer service efficiency with Twilio

Positec and Terazo Transform Customer Service with Twilio’s Voice Innovations

Positec, the global power tools and garden equipment company, wanted to improve customer service across regions while keeping support local and personalized. The company needed a flexible way to connect voice, webchat, and eventually email, and it turned to Twilio Flex with help from Terazo to replace a rigid system that was slow to adapt to changing customer needs.

Twilio and Terazo built a custom contact center on Twilio Flex that unified channels and gave Positec more control over its service operations. The result was a 50% reduction in response times and about 25% cost savings in operational efficiency, while also enabling faster IVR updates and early AI-driven support features.

Positec

Karol Hawryszkiewicz

Customer Experience Manager EMEA