Case Study: CPG Europe achieves stronger remote customer engagement with Twilio Flex

How CPG Europe Used Twilio Flex to Build a Stronger Foundation for Remote Customer Engagement

CPG Europe, a leading provider of construction materials, needed a better way to manage customer communications across a complex, international business. Before adopting Twilio Flex, the company relied on multiple telephony providers and struggled with maintenance, costs, and inconsistent customer reachability—especially when the COVID-19 pandemic forced many employees to work remotely.

Twilio Flex helped CPG Europe bring calls, agents, and customers into one cloud-based contact center that could be accessed from anywhere. Twilio also enabled them to merge 50 numbers into one IVR, support over 20K customers, and transition 1.5K employees to remote work, while improving routing, reporting, and customer continuity.

CPG Europe

Alexander Ortmann

IT Project Manager