National Debt Relief faced the challenge, as do many that have invested in large legacy systems, of how to migrate to a better system without disrupting the business. They also wanted to ensure that these communications apps integrated easily with the CRM their company already used.
With a workforce of over 1300 employees focused on helping customers improve their financial situation, NDR needed as much information as possible about their customers. Armed with that insight, they could have better-informed conversations, help customers resolve their financial issues more easily, and engage on whatever channel customers prefer: text, phone, and web. However, their legacy contact center system simply couldn’t do the job.
“We found ourselves unable to serve our customers the way we needed to serve them using our legacy contact center infrastructure,” said NDR’s CTO, Daniel Tilipman.
The challenge Tilipman faced, as do many that have invested in large legacy systems, was how to migrate to a better system without disrupting the business. They also wanted to ensure that these communications apps integrated easily with Salesforce, the CRM their company already used.
With Twilio’s platform, we were able to build the exact experience our customers needed and had it up and running in 90 days, for a fraction of the cost.
NDR was looking to avoid investing in expensive hardware, hiring a large team of IT consultants, or building a costly contact center infrastructure. Instead, Tilipman’s team of six developers used Twilio’s Cloud APIs, with guidance from a UI/UX partner, to quickly create a contact center that they would be able to enhance as needed over time. They were up and running in just 90 days.