Case Study: Sweetwater achieves award-winning customer service at scale with Twilio

How the U.s.’s Largest Music Equipment Supplier Drives Award-winning Customer Service With Twilio

Sweetwater, the U.S.’s largest music equipment supplier, needed to scale its highly personalized customer service as it grew to millions of customers while handling tens of thousands of daily calls and texts. To preserve its one-to-one support experience, Sweetwater turned to Twilio for communication tools that could fit into its customized customer platform.

Twilio implemented Programmable Messaging, Programmable Voice, Voice Insights, Elastic SIP Trunking, and Twilio Studio to improve texting, call routing, and system visibility. The result was faster customer connection, more efficient handling of call volume, and a rapid remote contact center launch during COVID-19 that had agents back on the phones within 24 to 48 hours.

Sweetwater

Jason Johnson

Senior Vice President of Information Technology