Overview
Oxfam, a global organisation dedicated to fighting poverty and inequality, recognised the need to optimise its contact centre operations to better serve its supporters and streamline internal processes. The organisation aimed to enhance efficiency, reduce costs, and elevate the overall customer experience by modernising its communication channels and empowering its agents with advanced tools to improve response times and increase productivity.
Challenge
Oxfam's existing contact centre setup was plagued by several inefficiencies. Manual processes and disparate systems slowed down operations, hindering the organisation's ability to respond promptly to supporter inquiries and manage increasing call volumes.
The lack of a centralised platform made it difficult to track and analyse data effectively, hindering decision-making and preventing the organisation from identifying areas for improvement. Additionally, the existing system lacked the flexibility to adapt to evolving needs and scale operations as the organisation grew.
These challenges hindered Oxfam's ability to provide optimal support to its supporters and ultimately impact its mission to alleviate poverty and inequality.
Solution
To address these challenges, Oxfam partnered with Zing to implement Twilio Flex, a powerful cloud-based contact centre solution. By consolidating multiple systems onto a single, unified platform, Twilio Flex streamlined operations and significantly improved agent productivity. The seamless integration with Salesforce enabled efficient data synchronisation and enhanced agent insights, helping agents to provide a more personalised and informed customer experience.
"A big thing for us is that Twilio integrates with Salesforce. Instead of agents having to use several systems to record and respond to calls, everything is automated and linked. It’s not only a lot more efficient for our team, but also a much smoother process for our supporters" Jenny Worwood Head of Supporter Relations Oxfam GB
Furthermore, Twilio Flex's advanced features, such as Twilio Pay, enabled agents to securely process donations and payments directly within the contact centre, streamlining the fundraising process. By optimising call routing and prompts, Twilio Flex ensured efficient call handling and accurate data capture, leading to improved customer satisfaction and operational efficiency.
The platform's robust analytics capabilities provided valuable insights into call trends, agent performance, and customer behaviour. These insights empowered Oxfam to make data-driven decisions, identify areas for improvement, and optimise resource allocation.
Result
The successful implementation of Twilio Flex has had a profound impact on Oxfam's operations. By streamlining workflows and centralising data, agents are empowered to work more efficiently, leading to improved response times and increased customer satisfaction. The seamless integration with Salesforce has ensured data accuracy and consistency, helping to facilitate informed decision-making and enabling targeted outreach efforts.
“With the invaluable help of Zing, the move to Twilio has greatly improved supporter experience, along with the productivity, morale and efficiency of our teams.” Jenny Worwood Head of Supporter Relations Oxfam GB
Furthermore, the integration of Twilio <Pay> has streamlined the donation process, ultimately making it easier for supporters to contribute to Oxfam's mission.
The advanced analytics capabilities of Twilio Flex provide valuable insights into call trends and customer behaviour, allowing Oxfam to optimise resource allocation and tailor its services to meet the evolving needs of its supporters.
The cloud-based nature of Twilio Flex offers unparalleled scalability and flexibility, enabling Oxfam to adapt to future growth and changing operational requirements. By embracing this innovative solution, Oxfam has positioned itself for long-term success in its mission to alleviate poverty and inequality.
