Case Study: OneSupport achieves rapid scaling and business continuity with Twilio Elastic SIP Trunking

How It Leader Onesupport Ensures Business Continuity, and Scaled During Crisis, With Twilio

OneSupport is a customer service, technical support, and sales enablement provider for technology products that needed a cloud-based telephony partner able to scale quickly and work with its long-standing integrations and legacy carriers. When a customer required rapid expansion to handle heavy voice traffic, their existing phone provider couldn’t keep up and OneSupport needed a solution that supported a distributed, increasingly remote workforce.

They adopted Twilio Elastic SIP Trunking integrated with their web-based ACD, enabling rapid provisioning and capacity changes in minutes instead of days or weeks. That flexibility let OneSupport scale during the COVID-19 crisis to a fully remote, nationwide operation—maintaining high-level client support while improving recruiting, training, and management processes and reducing attrition and churn.

OneSupport

Ryan Lommel

Vice President Of Sales And Service Deliver