Case Study: Apartment List achieves 50% call center cost reduction with Twilio

Apartment List Saved 50% on Call Center Costs by Using Twilio Client

Apartment List is an online apartment rental marketplace that helps people find the right rental and operates a large Renter Operations Center (ROC) to handle incoming inquiries. As call volume grew, its off‑the‑shelf Salesforce/InContact setup couldn’t provide the real‑time metrics, flexible workflows, or maintainability the team needed, forcing costly contractor work and limiting operational visibility.

Apartment List built a custom agent app integrated with Twilio Client and Chartio for real‑time call data and smarter queue/routing logic. The new solution cut call center costs by 50%, increased call traffic 18x (from ~36,650 calls in 2013 to over half a million in 2014), and supported continued growth for a site with 3 million monthly visitors while enabling future channels like SMS and mobile SDKs.

Apartment List

Ian Medlock

Product Manager