BSH Home Appliances takes on Twilio to revamp digital customer engagement
Summary
With this in mind, the subsidiary of Robert Bosch has overhauled its entire digital service, support and customer care infrastructure. The project had a number of key elements: simplify the work of 1,500 contact centre advisers worldwide; integrate with existing BSH infrastructure; be fully internally programmable and flexibly customisable; integrate digital communication channels such as voice, email, chat, SMS, video and WhatsApp; eliminate data silos and enable a 360° view on consumer data across different touchpoints. “Looking into different vendors, Twilio was the only company that combines all of our needs in one customisable, scalable solution and also makes data privacy a top priority,” said Gloria Corella, product manager of new agent front-end at BSH. Deloitte Consulting Spain will help roll out the technology in several regions, tightly integrating the cloud-based service system, serving the needs of customers worldwide. “We are proud that leading global brands like the BSH Home Appliances Group choose Twilio Flex to build and customise unique end-to-end customer experiences,” said Simonetta Turek, general manager of customer experience products at Twilio.
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