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

How better mortgage enhanced its customer journey with twilio flex

Better Mortgage, a digital lender on a mission to make homeownership simpler and more accessible, faced a bottleneck where its SaaS contact center couldn’t integrate with its homegrown platform. That gap disrupted the one‑on‑one consultant experience that complements its 100% online application, limiting personalization, lead generation, and a seamless customer journey.

To fix this, Better Mortgage partnered with Twilio to deploy Flex (after a four‑month pilot) and built an internal calling app, “Toto,” with Twilio Professional Services support. The integrated contact center gives agents full customer context, automates provisioning and routing to speed onboarding and reduce manual work, and provides a direct, reliable line to experts—resulting in faster, more personalized service, improved CX, and a simpler, quicker path to closing mortgages.

Better

Khazar Shirmammadov

Insights & Strategy Associate