Tomo: Flex with HubSpot

Tomo is a well funded startup dedicated to providing hassle-free mortgages for homebuyers. Tomo is strictly focussed on the buyer, and promises to provide a fast, customer-centric, and streamlined mortgage approval process to make buying a home a happy experience. Kaptea worked alongside the Tomo team to launch Twilio Flex supporting its growing team of agents and provided ongoing development and consulting services foster deep customer connections.

The Challenge

With $70 million in a Series A, Tomo Networks is a well-funded startup dedicated to providing hassle-free mortgages for homebuyers in the United States. Tomo is focused on transforming the typically painful home buying experience and promises to provide a fast, customer-centric, and digitally streamlined mortgage approval process.

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The Solution

Tomo made a strategic decision to integrate Twilio Flex, a programmable contact center platform at the heart of their customer service experience platform. Flex would be the agent control center for all customer/pre-approval-agent engagement: inbound and outbound voice, interactive-SMS, e-mail, and web-chat.

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Tomo’s CTO needed to move fast so Kaptea partnered with their new dev team to integrate Twilio Flex with their CRM and also developed new dashboards with Flex Insights, Twilio’s contact center analytics in order to measure performance.

Kaptea’s team provided the following services:

  • Twilio Flex Design & Software Development
  • Twilio Flex Insights Customisations & Dashboards
  • Project Management and Platform Documentation
  • Enterprise Service Support

Within eight weeks the new mortgage pre-approval contact center was ready to accept Tomo’s first customers. Establishing new service norms in the hyper-competitive mortgage market requires relentless evolution and innovation when it comes to customer experience.

Twilio Flex, a programmable contact center platform, which integrates with IVR to quickly route an incoming customer to the right service agent or enable a quick self-service solution provides an open and creative way to build any customer experience solution.

See Twilio’s Solution Library for lots of great examples.

Since its launch 10 short months ago, Tomo has established itself as a disruptor in the home buying market, quickly scaling from 100s of calls/day to 1,000s of customer interactions delivering on its promise to happy home buyers with a presence in over a quarter of the US market.

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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