Case Study: Northmill achieves 50% higher agent productivity with Twilio

Northmill Makes Improving Customer Experience and Increasing Productivity Look Easy With Twilio

Northmill, a Swedish fintech company, needed a better way to handle customer calls because its old phone system was not integrated with its CRM and required agents to use multiple softphones and directories. This made it hard to access customer history quickly and to predict call volumes, creating inefficiencies for both agents and customers. Northmill turned to Twilio, using Twilio’s Programmable Voice to rethink its voice experience.

Twilio helped Northmill build a custom telephony workflow integrated with its CRM, routing calls to available agents or placing them in a queue when needed. The rollout was fast, with a prototype in just a few days and a full system built and tested in a couple of months. As a result, Northmill increased agent productivity by up to 50% and enabled agents to handle up to 100 more customers per person per day, while also improving service speed and scalability.

Northmill

Ville Kymalainen

Manager