Brasilfone and Twilio team up to democratize communication solutions.
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Challenge
Democratize access to agile and efficient communication in remote regions of varying sizes across the country.
Solution
Twilio provided Brasilfone with its RCS, WhatsApp and SMS messaging solutions, enabling the company to send millions of messages per month with high open rates.
"Twilio was highly recommended to us by the market. It has always been considered easy to implement, easy to scale, efficient, and easy to adopt through test projects. Furthermore, when we started serving customers outside Brazil, the company proved to be efficient in enabling our services even across different carrier networks."
Holding uses Twilio's SMS and WhatsApp solutions and has plans to use the AI-powered voice channel.
Brasilfone belongs to Ativos Capital, a holding company comprising four companies, founded 20 years ago in Santa Catarina.
Under its umbrella, the holding company includes Brasilfone, a telecommunications carrier that offers quality solutions in interconnection and SMS, offering reduced rates and agile service to the southern region of Brazil; DisparoPro, a company that automates SMS, RCS and WhatsApp messaging through API; Easycdp, a platform that centrally stores customer data, automates multichannel campaigns, and transforms behaviors into action; and Solvefy, which offers scalable cloud solutions.
With its focus entirely on communication throughout Brazil, Brasilfone serves various telemarketing, marketing, and, primarily, debt collection agencies. Due to this, the company places great importance on guaranteeing message delivery, reaching its customers smoothly and securely, and providing multichannel service that covers all of its customers’ communication needs.
Its mission has always been to democratize communication solutions—helping its clients build good relationships with their audience. For this reason, the company aligned with Twilio, not only as a customer but also as a partner, providing efficient communication solutions for a variety of use cases.
Twilio began its partnership with the company in debt collection services, where immediate responses were a must, sending 3.5 million SMS messages per month. Later, the operation also began serving clients in marketing, where high open rates for campaigns were essential. With Twilio, an opening rate of around 96% was achieved.
"Prior to Twilio, we were using on-premises solutions and our message delivery rates were at 88%, which shows a significant improvement in our scenario. That alone would have been enough to secure our partnership, but Twilio went above and beyond by helping us implement WhatsApp messaging, which has been extremely helpful at various levels of our operations."
Over time, Twilio was adopted by more companies in the group, applying AI and the company's WhatsApp Business solution. One of the companies that adopted the solution was DisparoPro, which serves smaller clients who need efficient text communications and quick responses. The return on using WhatsApp is 28%.
The company is also looking to implement RCS messaging, now that the solution has become publicly available, and expects it to be well received by its customers..
Going forward, the plan is to expand the use of Twilio to other companies in the holding company. Moreover, with the more humanized communication brought about by generative AI, voice channels are expected and believed to reach new heights, making a comeback in debt collection negotiations, marketing offers, etc. With this in mind, the company is evaluating Twilio’s AI voice solutions, investing in the future of customer engagement.
“We look forward to building, together with Twilio, another chapter in our history of communication democratization!” concludes Carradore.
