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

“Its really been a pleasure woking with the team at Kaptea! It’s amazing the amount of ground we’ve covered – thank you again for building a great system for us to work with!”

Dan Koch
Chief Technology Officer, Tomo Networks
4
New Communication Channels
35
Live Agents

“It was a pleasure working with the team from Kaptea. They quickly understood our requirements, came up with an innovative way to integrate Zendesk with Twilio IVR to deliver a much improved customer experience.”

Samuel Michaud Morin
Contact Center Project Manager, Attrix
28
Sales & Service Advisors
14,000
Incoming Customer Calls per Month

“Kaptea not only built a solution to meet the messaging requirements of the HSE’s COVID-19 Contact Tracing Programme but also provided on-going day-to-day support of the solution. Kaptea provided detailed analytics and worked with Twilio customer support to ensure the quality and consistency of the service met the HSE’s high standards.”

HSE ICT Corporate Delivery Programme Manager
20
Twilio Studio Flows
28,256,234+
SMS Delivered

“Our team now has one dashboard with the full charity or donor history at their fingertips, our agents are now perfectly prepared to help callers so that food gets delivered to the charities that need it most. With Kaptea as our Twilio partner, we avoided disruption to service and irritating technical glitches. Both our CRMs ended up smoothly integrated with Twilio Flex.”

Rory Fallon
Head of Internal Systems, FoodCloud
4
Channels
15,000+
Tracked Conversations
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