Traditional outreach methods like emails, ads, and voicemails create one-way interactions, limiting near real-time engagement. This slows issue resolution for customer experience teams, and prevents them from responding instantly to customer needs.
By integrating a CDP with messaging platforms, businesses can enable two-way conversations through SMS, WhatsApp, chatbots, or AI-driven assistants like Twilio’s Agent Copilot. This allows customer experience teams to proactively assist customers and engage sales the moment a customer shows interest.
Case study: How Toyota Connected uses two-way communication to improve the customer agent experience on a global scale
Use case: Contact center
Industry: Automotive and manufacturing
Region: North America
Product: Flex
Toyota Connected North America (TCNA) needed a dynamic, scalable call center solution that could not only respond to customer needs in near real time but also drive innovation on a global scale. With Twilio Flex, TCNA transformed its customer experience by enabling seamless communication between drivers and customer experience agents—improving responsiveness, efficiency, and overall service quality.
TCNA powers Drivelink, its telematics platform serving over 6 million Toyota and Lexus drivers with critical safety and convenience features like roadside assistance, stolen vehicle tracking, and automated crash notifications. To enhance customer interactions and scale efficiently, TCNA transitioned from a third-party contact center to Twilio Flex, unlocking near real-time, personalized support.
Twilio Flex’s flexible architecture empowered TCNA to streamline agent workflows and reduce friction in customer interactions. With features like instant call reconnections, automated public safety routing, and seamless Salesforce CRM integration, agents could resolve issues faster and with greater accuracy. As a result, after-call work decreased by 13%, and monthly handle time dropped by 18%.
Without a CDP, these messaging channels operate in silos, making it difficult to personalize interactions. But with Twilio’s Unified Profiles, powered by Segment, all customer data—past purchases, browsing behavior, support history, and marketing engagement—is consolidated into a single, near real-time profile.
Now, when a customer reaches out, customer experience teams have full context at their fingertips, allowing them to resolve issues faster and uncover upsell and cross-sell opportunities. Teams can leverage AI-driven insights to engage at the right moment, proactively addressing needs before they arise. Unified Profiles transforms fragmented interactions into seamless, two-way customer experiences.
This kind of engagement fosters stronger customer connections, increasing loyalty and satisfaction. For example, Toyota Connected leveraged Twilio Flex to transform its customer experience, enabling near real-time, two-way communication between drivers and agents.
Let’s take a closer look.
By partnering with Twilio’s Professional Services, TCNA optimized its telematics support operations, equipping agents with the tools to deliver faster, more personalized service. This two-way communication capability not only strengthened customer trust but also ensured TCNA remained at the forefront of innovation in connected mobility.
