Case Study: ZestFinance achieves 66% reduction in call costs and 100% higher contact rates with Twilio

Zestfinance Cut Calling Costs by 66% Using Twilio

ZestFinance, a company that applies big-data underwriting to lower the cost of credit, needed a customer service center that could scale with its lending platform. Their existing PBX setup forced agents to log into a separate portal, reduced productivity, and was unreliable in rural areas, creating friction for lenders and borrowers.

ZestFinance built a hosted call center using Twilio SIP Trunking, Voice, Client and SMS, moving from prototype in two days to production in under a month and processing over 1 million minutes in the first weeks. The Twilio-powered system integrated into the agents’ single web app, eliminated extra hardware, improved rural reliability, doubled call contact rates, and cut all-in calling costs by about 66%.

Zestfinance

Kasia Chmielinski

VP Product Management