smava’s journey to trusted, data-driven customer engagement with Twilio
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Engaging Customers in a Changing Communication Landscape
As one of the leading online loan comparison platforms in Germany, smava is trusted to guide customers through important financial decisions. Yet, rapid shifts in customer communication preferences and increased spam filtering on traditional channels made it harder to reach customers securely and effectively. Personalization, security, and timely service were essential—but difficult to deliver using siloed channels and tools.
Internally, smava also needed to streamline customer engagement and sales operations, ensuring teams could serve each customer efficiently and in a way that built lasting trust.
Intelligent, personalized communication powered by data and Twilio
To overcome these challenges, smava turned to Twilio’s platform for branded, multichannel communications, and to Segment for a unified data foundation. This enabled smava to reach customers through a range of trusted messaging options, ensuring communication is always convenient and customer-centric.
With secure, verified channels and a focus on personalized messaging, smava has made every customer interaction more relevant and trusted than ever before. Teams now engage customers on their preferred platforms with timely, individualized messages—backed by a centralized data layer with Twilio Segment that keeps measurement and optimization aligned throughout the customer journey.
Twilio Flex brings these efforts together in a single platform, letting smava’s team provide fast, seamless service across every touchpoint.
"Twilio’s full range of communication integrations lets us meet customers on their preferred channel with secure, real-time messaging. We’ve seen an increase in both customer loyalty and a 150% uplift in click rates since moving to a more personalized engagement strategy. "
Results: Increased Engagement, Satisfaction, and Sales Efficiency
By uniting their communication and data-driven strategies through Twilio, smava saw immediate, measurable improvements:
- 150% increase in click rates with personalized engagement.
- 45% increase in customer satisfaction after deploying Twilio Flex.
- 50% improvement in sales efficiency by streamlining communications.
"With Twilio Flex, we transformed our sales operations — streamlining various communication tasks in one tool allows our team to deliver truly personalized and timely customer service. Since deployment, our customer satisfaction has increased by 45% and Sales efficiency has improved by 50%."
Looking ahead: Setting the standard for trusted engagement
smava’s experience shows that combining a data-driven understanding of customers with secure, personalized communication channels is key to establishing trust and loyalty in a digital world. With Twilio and real-time customer insights, smava is now better equipped to reach, engage, and support customers with the right message—at exactly the right moment.
As smava looks to the future, they are exploring AI-powered solutions from Twilio to further enhance operations. By piloting tools such as Co-Pilot to support agents, potentially reduce wrap-up time, and offer real-time response suggestions, as well as experimenting with conversational AI bots for automated customer service, smava aims to make customer engagement smarter and more efficient.
With a data-driven approach, secure messaging, and trusted AI, smava and Twilio are setting a new benchmark for trusted, simple, and smart customer engagement.
"By exploring new automation and AI capabilities with Twilio, we’re focused on delivering even faster, more personalized service while keeping the customer experience seamless and secure."
