Case Study: U-Haul achieves faster chat, lower wait times and a scalable, developer-driven cloud contact center with Twilio Flex (Twilio)

Twilio Flex Developer Spotlight - U-Haul

U-Haul’s in-house software team—responsible for CRM, billing, payments and web chat—faced limits from a premise-based contact center and an aging chat platform while also needing to scale for seasonal peaks. They wanted to move to the cloud to reduce hardware costs, give developers more control to build new experiences (virtual assistants, identity verification, push notifications), and enable faster collaboration with line-of-business leaders.

U-Haul piloted Twilio Flex chat in December 2018, expanding from internal use to uhaul.com/contact within three months and piloting local-office chat in the mobile app. Flex’s SDKs, programmable agent UI, improved reporting, queuing and task disposition reduced queue wait times, and developer-led hackathons produced rapid prototypes (virtual assistants, MFA, push notifications), accelerating innovation and improving customer engagement.

U-Haul