Case Study: Electrolux achieves 30% lower telco costs and stronger customer engagement with Twilio Flex

How twilio flex and cloudwave helped electrolux achieve a 30% reduction in telco costs and drive customer engagement

Electrolux, the global home and kitchen appliance leader, faced an urgent challenge during the pandemic: its non-cloud contact centers couldn’t support remote work or maintain customer service continuity. The company turned to Twilio Flex, with CloudWave as an implementation partner, to quickly keep its contact centers operating across multiple APAC markets while improving customer engagement.

Twilio, working with CloudWave, implemented a phased rollout of the cloud-based Twilio Flex contact center platform, integrated with Electrolux’s customer data and communications systems. The solution was deployed with zero downtime, achieved 99.9% uptime, reduced telco costs by 30%, and enabled contact centers to handle 20% to 30% more calls while improving resolution speed and conversation quality.

Electrolux

Shane Rose

Senior Manager for IT Sales and Ownership Solutions for Asia Pacific and Middle East Africa