Case Study: Aroundhome achieves a unified, data-driven contact center and 30-second customer routing with Twilio

How Aroundhome Creates a Better Customer Experience With Twilio

Aroundhome, Germany’s largest platform for home products and services, connects homeowners with local specialist contractors and handles roughly 2 million customer inquiries and over €1 billion in orders annually. Rapid growth exposed a fragmented telephony setup across 310 agents (spread over three partner systems), leaving Aroundhome without consolidated call data or end-to-end visibility and limiting its ability to manage the customer journey and move toward a data-driven contact center.

Aroundhome integrated Twilio Programmable Voice, Messaging, Voice Insights and related services into its in-house CRM to create a single cloud-based contact center with call recording, conferencing, SMS follow-ups and real-time dashboards (with TaskRouter planned next). Built in three months by a small team, the solution delivered full transparency, faster transfers (right agent routed within ~30 seconds vs. hours), quicker resolution of voice-quality issues, improved agent efficiency and higher customer satisfaction — all while enabling continued growth and analytics-driven improvements.

Aroundhome

Steffen Heilmann

Chief Technology Officer