Case Study: Toyota Connected achieves faster, more seamless customer support with Twilio Flex

Toyota Connected wins the race toward innovation with Twilio Flex

Toyota Connected North America needed a flexible, scalable call center solution to support millions of Toyota and Lexus drivers while improving customer and agent experiences at global scale. To meet this challenge, Toyota Connected turned to Twilio Flex for its Drivelink telematics contact center, seeking faster innovation, better data access, and smoother integration with Salesforce CRM.

Twilio Flex helped Toyota Connected build a more seamless support experience and quickly roll out new capabilities, including reconnect logic and agent-requested safety features. With Twilio, Toyota Connected achieved a 13% reduction in after-call work and an 18% decrease in average monthly handle time, while also enabling faster changes to be delivered in hours or days instead of weeks or months.

Toyota

Dan Fisher

Call Center Operations Director