Last month, I had the privilege of attending a hackathon at U-Haul headquarters in Phoenix, Arizona. U-Haul Company’s work to redefine the contact center experience through close collaboration of their developers with line-of-business leaders is the real success story. Improved queue wait times are not the only success story here, though. It’s still early days to gauge full impact, but initial results show it to be significant. In fact, queue wait times went down significantly since launch. The new Twilio Flex chat platform was a big upgrade from their former system given chat SDKs for iOS and Android, a programmable agent UI, better reporting, queuing and task disposition. Sure, voice remains an option, but U-Haul is responding to changing customer demands-on their timetable and without dependency on vendor certified professional services. So if you ever forget your sunglasses in the truck, local U-Haul team members can help get those back quickly. And currently, in pilot, U-Haul allows customers to chat directly with local offices using the mobile app. Three months later, chat on /contact was used for customers to communicate with centralized contact center agent teams. It began small, with chat limited to internal communication between agents and their supervisors.
In December of 2018, U-Haul introduced Twilio Flex chat as a proof of concept. Overall, U-Haul wanted more control for their developers to collaborate with line-of-business leaders to design, prototype and deploy new customer experiences as demands change. U-Haul Company’s interest in moving to the cloud, and to Twilio Flex as a contact center platform, was driven by (i) desire to scale more economically for seasonal agents, (ii) to overcome the limitations of their aging, homegrown chat platform and (iii) to allow their developers to build new experiences for customers including virtual assistants, identity management and push notifications.
And since the business is seasonal, they have maintained a hardware footprint capable of supporting up to twice the number of full-time agents during peak season. They standardized on a premise-based voice contact center solution years ago for their contact center agents. The development team at U-Haul have built their technology stack including their own customer relationship management, billing, payment and web chat systems. But did you know that U-Haul employs a team of software developers that build and maintain many of their software applications? When you think of U-Haul, you most likely think of DIY moving trucks, trailers, and storage boxes. This post is b ased on my experience attending a Twilio hackathon at U-Haul headquarters in Phoenix, Arizona in May 2019.
This time, we are featuring a team of developers at U-Haul. Welcome to the second blog post of the Twilio Flex Developer Spotlight series.
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