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RedBeacon CEO, Anthony Rodio (pictured right), set out to reach a new bar of customer service after his company was acquired by Home Depot in 2012. The key to making his newly found customers happy was completely restructuring their customer service contact center.
RedBeacon makes it easy for people with home improvement projects to find home improvement professionals online. Merging with a home improvement giant like Home Depot meant RedBeacon would reach millions of customers. But before they could reach out to those customers, they needed to build a scalable contact center–and fast.
Build or Buy
Anthony admits RedBeacon’s previous communications support platform was “cobbled together.” He wanted to build a new contact center from the “outside-in” by considering the customer’s needs first, and building every feature around those needs. “If you believe your customers are the most important asset your company has, then your interactions with them are the most important thing you do,” said Rodio.
The RedBeacon team didn’t have to search long for the right communications platform. Anthony knew what he was looking for. He previously built call a custom built PBX solution for Support.com that allowed 1,000 people to work from home. But, he had no time to build own his own PBX solution, and he needed a more flexible platform that would scale with RedBeacon’s exponential customer growth.
Rodio chose Twilio to power RedBeacon’s contact center. “We looked around at the market. What we had capability-wise was not going to do it and integrating any of the big existing solutions would have taken much more work,” says Rodio.
From Zero to A Million
RedBeacon shipped their Twilio powered contact center in just a month with just 3 engineers.
Using Bootstrap and JQuery they built a dashboard to intelligently monitor and route customer’s calls based on geography and a shortest wait time. It only took one engineer to build their backend using Python and Django.
The contact center automatically distributes, queues and routes call to the most appropriate agent. Using computer telephony integration, it pulls information about a caller from Redbeacon’s CRM and presents to the agents in real time. With the interactive voice response, callers can access information from their dial pads without needing an agent. And the call recording makes it easy for managers to review calls in case there is a discrepancy.
Within 90 days, it was fully live in production and handling over one million calls. “Twilio gave us the ability to get up and running faster than any other solution on the market,” said Rodio.
Learn how to build an agile contact center in our webinar “Principles of an Agile Contact Center” below
Hear a deep dive from Aaron Lee, CTO and Co-founder of RedBeacon on technical challenges and successes of building their own contact center with Twilio here.
Catch Garrett Smallwood, Director of Operations and Customer Care at RedBeacon, speaking at Twilio Roadshow in San Francisco on June 24th.