Twilio > Case Studies > Strategic Growth Boosts Prospect Success Through Salesforce and Twilio Integration

Strategic Growth Boosts Prospect Success Through Salesforce and Twilio Integration

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration
Networks & Connectivity - Gateways

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing

Use Cases

Speech Recognition

Services

System Integration

About The Customer

Strategic Growth, Inc. is a Salesforce consulting service that offers integration services to small and medium-sized Salesforce.com customers who may be overlooked by enterprise-focused Systems Integrators. The company was founded in 2007 by Brad Miles and Erik Fike, both former Salesforce.com employees. Based in Austin, Texas, Strategic Growth creates, integrates, and customizes Salesforce.com integrations. They have been a Twilio Solution Partner for over two years. One of their customers, a social media marketing company, was seeking a more cost-effective and flexible voice service provider that could be integrated with their Salesforce.com instance.

The Challenge

Strategic Growth, a Salesforce consulting service, was faced with the challenge of integrating their customers' Salesforce.com instances with voice services. One of their customers, a social media marketing company, was particularly dissatisfied with their existing voice provider due to its high cost of over $30,000 per year and lack of flexibility to integrate with their prospecting process. The customer was also paying for services they were unlikely to use. The customer needed a solution that would allow them to make thousands of calls each day to and from more than 500 area codes, and automatically route return calls from prospective clients to the salesperson who had contacted them. This was crucial as calls from local phone numbers were 50% more likely to be answered, and the personal touch of having the same salesperson handle the return call was important for their marketing strategy.

The Solution

Strategic Growth, having previously implemented and customized the social media marketing company's Salesforce.com operation, was invited back to design new customized calling features, evaluate alternatives, and implement the final solution. They identified Twilio and two other companies as potential voice service providers. After careful consideration, Strategic Growth and their customer's teams chose Twilio due to the ease of using the Twilio API and Twilio's pay-as-you-go pricing model. The proof-of-concept was completed in just 40 hours, far below what was forecasted with other voice providers. The initial solution was completed within two weeks, with additional features being added at the customer's request.

Operational Impact

The integration of Twilio with Salesforce.com has brought significant operational benefits to the social media marketing company. The new client prospecting has increased since the customized calling features went live. The company has also gained the ability to make thousands of calls each day to and from more than 500 area codes, and automatically route return calls from prospective clients to the salesperson who had contacted them. This has not only improved the efficiency of their operations but also enhanced the personal touch in their customer interactions. Furthermore, the ease of using the Twilio API and the flexibility of Twilio's pay-as-you-go pricing model have contributed to the overall satisfaction with the solution.

Quantitative Benefit