50% faster response, 25% lower costs: How Positec unified global support
Learn how Positec modernized customer support across continents with a cloud-based, AI-ready platform, streamlining operations and delivering faster, more consistent service.
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About Positec
Positec, a global power tool and garden equipment manufacturer with brands like WORX and Rockwell, serves customers across multiple continents and languages. With rising customer expectations and the growing complexity of global support, they needed a smarter, more unified approach to customer service.
Disconnected channels, delayed responses
Positec sought to enhance its global customer service operations, aiming to manage them locally with a personalized touch while integrating multiple communication channels seamlessly. They needed a flexible platform to adapt quickly to rapidly changing customer needs and expectations.
Like many global organizations, Positec managed multiple regional support systems, each with its own processes and platforms. This fragmented approach led to inconsistent customer experiences, especially as expectations for seamless, multichannel service grew.
They struggled to:
- Manage and update phone numbers globally without a central platform
- Integrate communication channels like voice, chat, and email
- Adapt their IVR and support experience quickly based on customer feedback
- Maintain efficiency while scaling to meet growing demand
Without a flexible system in place, their customer service operation was slow to adapt and at risk of falling behind competitors.
The Zennify Solution
Platform implemented
Twilio Flex (custom cloud contact center)
Channels unifed
Voice and webchat across global regions
Capabilities enabled
Programmable IVRs, NLP-assisted agent support, flexible workflows
Built for
Scalability, real-time control, and global customization
One platform, full control
Positec partnered with Twilio and Zennify (formerly Terazo) to build a fully custom, scalable contact center solution using Twilio Flex, empowering Positec to unify voice and chat support across regions.
The new platform gave Positec:
- A centralized, cloud-based contact center built on Twilio Flex
- Integration of voice and webchat for seamless omnichannel interactions
- The ability to rapidly update IVRs and workflows via Twilio’s programmable interface
- Flexibility to scale and customize based on regional and business needs
- Future-ready capabilities through AI features, including natural language processing to summarize customer inquiries and assist agents
With Zennify’s proven implementation methodology, the solution wasn’t just tailored to Positec’s current needs—it was built to evolve.
Faster, smarter, more scalable service
Reduction in customer service response times
Cut in operational costs by reducing resource overhead
Improved satisfaction scores and real-time control across global support
The collaboration between Positec, Twilio, and Zennify set a new standard for our customer engagement, with a 25% reduction in operational costs and improved satisfaction scores for our customer service.
Customer Experience Manager EMEA, Positec
Looking ahead
Positec’s success with Twilio and Zennify didn’t just modernize their contact center, it transformed it into a competitive advantage. With AI integration, scalable systems, and full visibility, they’re equipped to meet the demands of tomorrow’s global customers, today.
