Customer Overview
Customer is an Australian retail and financial services innovator committed to delivering fast, reliable customer communication.
The Challenge
The teams needed a more immediate way to reach their users. Email alone wasn’t fast enough, especially for time-sensitive inquiries, follow-ups, or service updates.
This created several challenges:
- Delayed responses due to email-only outreach
- No centralized way to track SMS or call activity inside Salesforce
- Difficulty maintaining consistent follow-ups without automated triggers
To meet user expectations and accelerate engagement, customer required a communication channel built directly into Sales Cloud, fast, trackable, and automated.
The Solution: Real-Time Communication Hub Powered by Twilio & Sales Cloud
Our Salesforce consultants implemented a modern communication layer inside Salesforce by integrating Twilio’s programmable SMS and voice APIs with Sales Cloud, turning Salesforce into a real-time engagement platform.
- SMS & Call Capabilities Embedded in Salesforce
The integration enabled sales and service teams to send SMS messages and initiate calls directly from Salesforce records, eliminating the need for external tools.
- Automated Messaging for Follow-Ups & Campaigns
Twilio-powered automation was configured to send reminders, status updates, and campaign SMS messages based on Salesforce triggers, ensuring timely communication at scale.
- Comprehensive Communication History in Sales Cloud
Every SMS and call was automatically logged in Salesforce, giving teams a transparent, chronological view of all customer interactions.
The Results
- Instant, Mobile-First Customer Engagement
SMS and call capabilities dramatically reduced response times, allowing customer to connect with users within moments.
- Higher Sales Conversion Rates
Faster communication led to quicker decision-making and improved sales outcomes.
- Unified Interaction History for Every Customer
With all communication tracked in Salesforce, teams gained clarity, consistency, and complete visibility across channels.
Congruent Software helped customer to transform its engagement strategy, shifting from delayed email outreach to instant, meaningful interactions. The Twilio integration empowered teams with faster communication, deeper transparency, and improved user experience, all powered by Sales Cloud.