Story
Twilio
NRG EnergyHow NRG Energy Runs Customer Support on Twilio Voice
NRG Energy, a utilities organization in the United States, uses Twilio Voice from Twilio to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Support agents work from the same Twilio Voice record for support tickets |
| Capability | Support tickets can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for support tickets |
Story
Utilities work at NRG Energy spans more than one site, even when headquarters sits in the United States. 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. NRG Energy 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 The story is about operating change, not an unpublished percentage.
