This is the third post in the Twilio Flex Developer Spotlight blog series. This blog spotlights Max Deuber and Daniel Maier at Homebell, a Berlin-Germany based company in the consumer services industry.
I first came across Homebell’s story after they presented at Twilio Engage and Superclass in Berlin Germany in April 2019. Customers always present at Twilio Engage events, and Homebell showcased what they built with Twilio Flex. Based in Berlin, Homebell offers water and fire damage repair services to residential customers.
This story spotlights Max Deuber, Head of Product Management and Daniel Maier, Chief Operating Officer at Homebell. Max coordinated and worked with a number of in-house developers to implement their Twilio Flex project. With their contact center contract up for renewal, Max and Daniel wanted to explore new solutions that would give them more control to integrate with applications beyond just Salesforce and to improve reporting and channel options.
Before the Twilio Flex project, Max focused on coordinating data flows across their internal software applications. Homebell used Salesforce for customer record management and used a proprietary system for supplier management. According to Max, “our main concern at the time was to improve documentation and accessibility of customer and supplier-related data for our contact center agents.”
While their existing contact center solution integrated with Salesforce (call control features embedded in the Salesforce user interface), this integration alone was not sufficient. According to Max, “agents had to work in one system and then copy and paste any number they wished to dial into the agent interface within Salesforce. This led to wasted agent time and little control for managers to precisely track agent activity metrics and improve the documentation quality of our external supplier interactions.” Furthermore, customer’s wanted to engage with Homebell in digital channels not supported by their old contact center solution.
After Max initially engaged with Twilio, a group of contact center managers led by COO Daniel Maier collaborated with Max’s product management team to discuss the possibilities. According to Max, “The sheer endless ways of building helpful features as well as the creativity in routing logic that Twilio Flex offered convinced the operative departments very quickly.”
When the time came to start building with Twilio Flex, Homebell assembled a team consisting of Max, one Salesforce developer and 2 software engineers. The team built a voice call center with Twilio Flex integrated to both Salesforce and their proprietary supplier management system. The design process took two weeks and the build process only took four weeks.
As a result of this new integration with Twilio Flex, routing is driven by both Salesforce and the supplier management system instead of by Salesforce alone. And Homebell’s agents no longer have to navigate separate applications, lowering handle times (see screenshot below where agents can view both Salesforce and supplier records for a given customer in the same interface).
Additionally, Max and Daniel have improved reporting of call activity between agents and suppliers. Unlike before, they now have reports indicating call volumes and reasons for agent-supplier communications allowing for improved supplier relationship management. Finally, Homebell recently introduced WhatsApp and Facebook Messenger channels, both unsupported by their old contact center solution.
Observed results after implementing Twilio Flex were approximately 15 points higher customer and supplier net promoter scores, lower handle times and higher agent satisfaction.
We can’t wait to see what Homebell builds next!