Story
Twilio
Coop SwitzerlandCoop Switzerland Standardizes Support Tickets on Twilio
Coop Switzerland, a consumer staples organization in Switzerland, uses Twilio Voice from Twilio to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because support tickets has a clear owner |
| Risk and compliance | Twilio Voice is the governed place support agents use for customer support |
| Capability | New joiners can see how customer support actually runs |
Story
Consumer Staples work at Coop Switzerland spans more than one site, even when headquarters sits in Switzerland. Support tickets was splitting across regional habits. Support agents asked for a shared way to run customer support without freezing local judgment.
Twilio (Twilio Voice) is what they standardized on. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. Coop Switzerland uses it as the system of record for support tickets, with support agents as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
