Case Study: UnionBank modernizes customer experience with Twilio

How UnionBank is modernizing the customer experience with Twilio

UnionBank of the Philippines, a forward-thinking bank focused on digital transformation, wanted to modernize customer experience and improve support across touch points. Using Twilio’s platform, including Twilio Flex, the bank moved from an on-premise contact center to a cloud-based model to better serve customers with faster, more secure, and more personalized service.

Twilio Professional Services helped UnionBank design and implement a programmable contact center with custom integrations and an open API strategy. The results included 55% self-service automation, 60% more self-service features for customers, reduced average handling time, improved first-call resolution, and a jump in digital customer service from 12% in 2020 to 60% in 2022.

UnionBank

Cecille P. Sta. Teresa

Vice President & Head of Customer Engagement and Contact Centers