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Twillio Flex integration with FMS
Industry:
Services:
UI/UX design, Web development, Implementation, Support, Maintenance
Field service
Technology stack:
NodeJS, JavaScript, React, Redux, TypeScript, Express, MySql, Postgresql, Twilio Functions, Twilio Plugins, Twilio Paste, JWT
Business challenge
1. Be able to analyze the efficiency of the dispatcher team. To make analytics of the work performed and KPI's achieved. Detailed information about the amount of time it takes dispatchers to create work, receive incoming calls, conduct them, etc.
2. Possibility to transfer call answering from dispatchers to an outsourced call center through new software.
3. The complete turnkey software that would integrate with Pipedrive.
2. Possibility to transfer call answering from dispatchers to an outsourced call center through new software.
3. The complete turnkey software that would integrate with Pipedrive.
About the client
The client provides appliance repair service in the USA market. The company has a team of expert technicians who are skilled in repairing all types of appliances. Whether their customers have a major brand or a niche model, the client's technicians have the knowledge and tools to diagnose and fix any issue, big or small.
The project involved a comprehensive analysis of the client's requirements, with a focus on the specific needs of their business. We undertook the task of creating a complete design from scratch and developed a desktop integrated application to meet their demands.
Delivered solution
We created fields to categorize personal information of incoming customers (where the call comes from, history of communications with the customer, region, etc.)
Creating from scratch an integrated window in Twillio to create technician jobs. All fields dynamically pass information to Pipedrive to create jobs. Integration with Google Maps. It became possible to quickly find customer locations.
When an existing customer calls, it is possible to update the status of the customer and all this information is automatically pushed to Pipedrive and FMS.
All information about the customer is inside, which helps build a personalized relationship with the customer. It is possible to view both general information about the clients and the history of incoming messages.
The client was able to use a single integratable software to solve their own business challenges. It became possible to receive calls, process incoming requests and create work in CRM/FMS in one window.
Moreover, the client was able to review the efficiency of dispatchers and technicians through detailed reports. The client increased its income due to automated acceptance of requests from customers and creation of jobs. It became technically possible to hire a third-party call center.
Moreover, the client was able to review the efficiency of dispatchers and technicians through detailed reports. The client increased its income due to automated acceptance of requests from customers and creation of jobs. It became technically possible to hire a third-party call center.
Project results
