Case Study: Luce achieves faster, more personalised customer service with Twilio Flex

Luce chooses twilio flex to ensure an exceptional customer service experience for its clientele

Luce Maintenance Group, founded in 2006 and now a Singapore-based cleaning and repair startup with 700+ employees serving 400 businesses and 1,000 households, needed to deliver fast, highly personalized service for busy dual‑income customers. Their contact centre lacked seamless access to customer data across systems, forcing agents to ask for information repeatedly, slowing calls, and limiting the ability to anticipate customer needs.

Luce chose Twilio Flex and integrated it with their CRM and Twilio Programmable Messaging, building custom APIs and a unified agent dashboard to centralize customer data and automate workflows (including WhatsApp messaging and OTPs). As a result, call times dropped by 30–45 seconds, they handled double the call volume without growing the team, resolved WhatsApp/number confusion, and gained operational efficiencies that support better personalization, upselling, and future expansion.

Luce

Jason Zhang

Managing Director