Digital transformation with Twilio Flex raises the bar for NAVA’s mission-critical operations
Time to read:
Challenge
Completely digitize the customer journey and support ecosystem, transforming the experience and increasing operational efficiency by 37%.
Solution
Twilio Flex was implemented to build a fully customizable, scalable, and personalized platform for the current needs of mission-critical operations. The project yielded remarkable results by increasing digitization, reducing operating costs, and improving support efficiency. The unified view of customers which Twilio Flex offers brings all processes together on one multichannel platform that can connect with legacy systems and add new communication channels.
"What is most interesting about this solution, thanks largely to the flexibility of Twilio and NAVA itself, is that we can build identical solutions for different customers, changing only the aspects related specifically to the needs of each new customer. All possibilities are available to all NAVA and Twilio customers."
With over 27 years of experience, NAVA Technology for Business provides business and technology services and solutions. Our portfolio includes AIOps &Observability Strategy Platform, Business AI, Digital Strategy & Agile Development, Payments, Intelligent Outsourcing, Cloud & Infrastructure Solutions, Advanced Analytics & Automation, and Cybersecurity. Their passion for excellence and innovation inspires organizations in the financial, insurance, payment, education, energy, healthcare, telecommunications, and retail sectors to implement transformations that have a significant positive impact on the world.
Armed with this expertise, NAVA integrated innovative tools and solutions into its own platforms and accelerators to develop a system designed for mission-critical operations that is fully customizable and scalable.
Mission-critical operations are vital activities whose failure can result in serious consequences for essential sectors such as healthcare, finance, and telecommunications. These activities require high levels of availability and continuous security to prevent interruptions and ensure service continuity.
The project, led by Michael Marinho, Vice President of Operations at NAVA, aimed to digitize the customer journey and involved 27,000 B2B customers, the support team’s journey, and thousands of service providers. It was designed not only to improve operational efficiency, but also to radically transform the experience of everyone involved, including end-to-end automation of critical processes.
Before the solution was implemented, the nationwide operation had more than 400 employees and thousands of field service providers. They used over 30 different tools, including technical and management tools, without any integration between them. Every month, they handled more than 37,000 technical incidents, answered around 42,000 calls and responded to approximately 7,000 emails, managing the performance monitoring and failures of 100,000 elements, which generated 432 million metrics.
This is when NAVA sought the help of Twilio, its partner since 2023, to build a fully customizable, scalable, and personalized platform for the current needs of mission-critical operations.
The Twilio Flex platform helped implement strategic solutions that delivered:
- Interoperability (NAVA): It facilitated communication between different systems and platforms, optimizing internal operations and enabling more agile and informed customer service.
- Hyperconnection (Twilio): It expanded and integrated various communication channels, allowing customers flexible choices between digital and traditional contacts.
- Observability (NAVA): With advanced monitoring and analysis tools, it provided a clear, real-time view of service performance and customer satisfaction.
- Artificial Intelligence (NAVA): (in rollout) Automated and personalized customer interactions, significantly improving efficiency and satisfaction.
The company is currently rolling out our Business AI solution, which will be able to solve technical and business problems autonomously, reducing technical interaction and further personalizing the customer journey.
Performance indicators:
- 53% of incidents were handled digitally, increasing from 20% to 53% in just 9 months.
- 37% reduction in operating costs during the first 9 months.
- Call opening reduced to 4 minutes, compared to 15 minutes previously.
- The Digital Channel Service Level reached 100% in 3 seconds, surpassing the analog channel’s 70% in 60 seconds.
- Reduction in average incident handling time from 48 hours to just 15 minutes.
- 87% of chatbot interactions were resolved without human intervention within 9 minutes.
- 99% of tickets were opened proactively thanks to the proactive monitoring service.
Rolled out in July 2023, the project achieved remarkable results in nine months, increasing digitization from 5% to 57%, reducing operating costs by 37%, and improving support efficiency. The unified view of customers which Twilio Flex offers brings all processes together on one multichannel platform that can connect with legacy systems and add new communication channels.
Today, the solution allows each feature to be scalable and integrated, simplifying management and enabling agile, on-demand expansion and changes. Digitization has brought unparalleled efficiency to processes, with a significant reduction in response time and a much more satisfying overall experience for customers.
Twilio Flex is a digital engagement center that provides a real-time data layer and AI capabilities so you can personalize every sales and service interaction. Find out more about Twilio Flex here and watch a demo here.
Learn more about creating a unique experience for your customers. Click here and speak to a Twilio expert.
