Twilio + Salesforce = A Mobile Contact Centre To Keep Food.Cloud Delivering To Charities

Our client, FoodCloud is a charity with a vision to create a world where no good food goes to waste. At the onset of the pandemic, FoodCloud urgently needed to transform their contact centre to support working-from home employees. The challenge was to integrate FoodCloud’s legacy CRMs into Twilio Flex, a programmable contact center, so that donors, volunteers, and clients could stay seamlessly connected.

The Challenge

The Challenge

FoodCloud faced the challenge of migrating its legacy phone system to an advanced programmable contact center platform without disrupting service or hiring a team of IT consultants. Their advisors needed easy access to as much information as possible about donors, volunteers, and clients, as well as an interactive UX in order to have informed conversations on whatever channel necessary: text, phone, or web. FoodCloud was also in the process of migrating their legacy CRM over to Salesforce but advisors still needed access to both CRM client records based upon who was calling.

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The Solution

The Solution

Kaptea integrated FoodCloud’s legacy CRM and their new instance of Salesforce with Twilio Flex to create a seamless contact center UX for advisors independent of which CRM the customer record was found. By building a custom API and using well-established Salesforce connectors, Twilio Flex could access both CRMs to recognize in the coming customer connection so that advisors were well prepared to engage with customers. Finally, Google’s single-sign-on (SSO) API provided authenticated access to advisors as they connected securely to Twilio Flex.

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Twilio Flex is a programmable cloud-based contact center platform that simply requires an agent to have a Chrome browser and a headset. FoodCloud’s agents can now conduct informed conversations with customers using SMS and voice. Incoming customer calls can be checked against any of FoodCloud’s CRM so that agents enter every conversation knowing who they are about to speak to in advance of saying ‘Hello’.

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Twilio Flex – Explained

As a programmable contact center platform, Flex doesn’t require you to write code for core contact center capabilities. All of the Twilio APIs, such as UI, routing, channels, and flows for you in Flex, can be customized at every layer of the contact center. Add new channels or phone numbers and reach anyone anywhere in the world, optimize routing with your own secret sauce, and build automated communications flows such as IVRs or bots.

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The Result

Throughout the pandemic, Food.Cloud continues to deliver on its promise, managing over 8,000 tonnes of surplus food – the equivalent of 19.2 million meals has been distributed to community groups all over the country of Ireland. At the heart of their donor and charity engagement is Twilio Flex which allows their advisors to connect with 1,000s of people to orchestrate pick-ups and deliveries on whatever channel no matter where they are located. Since deploying Twilio Flex, the FoodCloud team of advisors has grown to 20, now managing 1,000s of calls a month over voice and SMS.

Testimonials

How we helped our partners

Managing mortgage applications across multiple communication channels was chaos. Kaptea streamlined our entire customer journey with automated SMS updates and seamless CRM integration. Our conversion rates have never been higher.
Lisa Rodriguez
VP Customer Experience @ Tomo
35%
Increase in Conversion Rate
65%
Reduction in Processing Time
We needed video calls with strict compliance features that Zoom couldn't provide. Kaptea's Twilio Video solution includes chaperoning and supervisory controls that keep our expert interviews compliant and secure.
James Morrison
Head of Technology @ Dialectica
100%
Compliance Rate
50%
Faster Expert Onboarding
Our passengers needed real-time updates about delays and schedule changes. Kaptea's SMS and email system through Pronto delivers instant notifications that actually reach people when they need them most.
Sarah Chen
Operations Manager @ CalSleeper
95%
Message Delivery Rate
40%
Reduction in Customer Complaints
We had a fragmented customer journey across channels — until Kaptea stepped in. Their CX team unified everything with Twilio + Salesforce and created a seamless experience.
Mark Reilly
Head of Customer Experience @ Barratt
60%
Faster Response Times
28%
Increase in Customer Satisfaction
Kaptea transformed how we communicate with customers. They built a custom Twilio Flex setup that integrated with our CRM and handled both chat and voice flawlessly. Highly recommend their team!
Brooklyn Simmons
Customer Experience Manager @ eFlow
45%
Resolution Time Decrease
32%
CSAT Score Improvement
The Pronto platform has been a game-changer for our critical alerts. We now reach patients across SMS and WhatsApp without fail, even during peak hours.
Dr. Emily Walsh
Operations Director @ An Post
99.8%
Delivery Success Rate
45%
Faster Alert Delivery
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