Twilio > Case Studies > iCracked Enhances On-Demand iOS Device Repairs with Twilio

iCracked Enhances On-Demand iOS Device Repairs with Twilio

Technology Category

Analytics & Modeling - Real Time Analytics
Platform as a Service (PaaS) - Device Management Platforms

Applicable Industries

Electronics
Telecommunications

Applicable Functions

Maintenance
Sales & Marketing

Use Cases

Real-Time Location System (RTLS)
Speech Recognition

Services

System Integration
Testing & Certification

About The Customer

iCracked is the world's largest and most efficient on-demand repair and buyback service for Apple iPhones, iPads, and iPods. With more than 500 local technicians in 11 countries, iCracked is built on fast, professional service, making it easy for customers to repair or sell their iOS devices by dispatching a certified 'iTech' in real-time to a convenient location of the customer's choosing. The company was founded to make iOS device repairs quick, convenient, and reliable, ensuring that consumers aren't left stranded when their iPhone, iPad, or iPod malfunctions.

The Challenge

iCracked, a smart device repair and reselling network, faced a significant challenge in providing a high-quality and responsive customer service experience for its users. The company initially listed hundreds of its technicians' personal phone numbers on its website, which proved to be highly inefficient and frustrating for customers who had to cold call down the list to find an available technician. iCracked then turned to a virtual phone system offering, which lacked the APIs for building advanced automation capabilities. Without call tracking and recording, it was difficult to monitor customer interactions and virtually impossible to guarantee service. The communications platform in place also failed to scale with iCracked, resulting in poor call quality and dropped calls. iCracked needed a powerful and flexible communications platform that would enable the company to easily integrate advanced communications features into its business processes.

The Solution

iCracked turned to Twilio SMS and Twilio Voice to automate work scheduling, measure technician productivity, support real-time customer communication, and deliver superior customer service. iCracked sends status updates and enables work scheduling using Twilio SMS for two-way alerts and notifications. Once the customer has entered his information, including device type, repair issue, and location, into iCracked's mobile app or website, the customer is updated via SMS that the order request was received and an iTech will contact them shortly. On the backend, iCracked sends an SMS to the pool of iTechs located closest to the customer. iTechs can then respond to that text to accept the job. Twilio also enables call tracking and recording for each service request, which are critical quality control features for iCracked to measure technician productivity, ensure business isn't conducted outside of the system and learn from various scenarios to continually improve service.

Operational Impact

The implementation of Twilio's communication platform has significantly improved iCracked's operational efficiency and customer satisfaction. The platform has enabled real-time communication between customers and iTechs, reducing friction and increasing conversion rates. The company has also been able to measure technician productivity and ensure business isn't conducted outside of the system. Twilio's platform has proven to be more economically viable and scalable than alternative solutions, with iCracked sending more than 200,000 SMS notifications and using more than 160,000 voice minutes per month. The company has also seen a month-over-month growth rate of approximately 15%. Furthermore, the platform has allowed iCracked to deliver, measure, and constantly improve service quality, resulting in a significant reduction in customer complaints about communications.

Quantitative Benefit