Case Study: iCracked achieves scalable real‑time on‑demand iOS device repairs with Twilio

iCracked Powers on-demand Ios Device Repairs With Twilio

iCracked is an on‑demand iOS repair and buyback service with more than 500 local technicians across 11 countries that dispatches certified “iTechs” to customers’ locations. The company struggled with slow, manual workflows and poor customer visibility — technicians’ personal numbers were listed publicly, staff had to cold‑call to find availability, there was no call tracking or consistent status updates, and the old system couldn’t scale without missed calls and degraded quality.

iCracked integrated Twilio SMS and Voice to automate scheduling, send two‑way status updates, provision local phone numbers for each technician and marketing campaign, and enable click‑to‑call plus call tracking/recording. The platform scaled cost‑effectively as usage grew (about 200,000 SMS and 160,000 voice minutes per month, ~15% monthly growth), improved monitoring and service quality, reduced communication complaints, and increased customer satisfaction.

iCracked

Martin Amps

CIO