Transforming Global Customer Service in Record Time
How HeyHo Systems helped myWorld modernize their contact center across 50+ countries, implementing an AI chatbot in just 3 months instead of 9, and achieving 70% automation rate.
Featured on Twilio's Official Customer Stories
HeyHo Systems is highlighted as the implementation partner in this official Twilio case study.
Read the full story on TwilioOutdated System Hindering Global Growth
myWorld, operating as one of the world's leading benefit programs across 50+ countries with millions of shoppers, faced a critical challenge: their contact center solution was severely outdated.
As Michael Beisteiner, Head of International Service Support and Key Accounts at myWorld, put it: “We had a system that was quite open, but fully outdated. The web chat looked like me playing on a Gameboy 20 years ago.”
Legacy Interface
Outdated web chat interface that provided poor user experience
No AI Capabilities
Lack of chatbot or automation to handle routine inquiries
Limited Channels
No support for modern channels like WhatsApp or Telegram
Scalability Issues
Difficulty managing service operations across 50+ countries
Rapid Twilio Flex Implementation with AI
As Twilio's most experienced implementation partner in Europe, HeyHo Systems designed and deployed a comprehensive Twilio Flex solution that exceeded all expectations - especially the timeline.
AI-Powered Chatbot
Custom-built chatbot handling 70% of customer inquiries with 24/7 availability across multiple languages and countries.
70% automation rate, targeting 80%
Omnichannel Integration
Seamless integration of WhatsApp, Telegram, web chat, and traditional channels into a unified contact center experience.
Multiple channels, single platform
Centralized Operations
Unified service operations allowing headquarters in Austria to provide backup support for all 50+ countries with improved efficiency.
2-3 agents serving 10 countries
CRM Integration
Deep integration with myWorld's existing CRM system for seamless customer data access and personalized service delivery.
Real-time customer data access
Record-Breaking Implementation Timeline
What was planned as a 9-month project was delivered in just 3 months, showcasing our expertise and agile development approach.
Discovery & Assessment
Comprehensive audit of myWorld's existing contact center infrastructure across 50+ countries, identifying pain points and modernization opportunities.
Key Deliverables:
- Infrastructure assessment
- Multi-country workflow analysis
- Technical requirements documentation
Solution Architecture
Designed Twilio Flex architecture with CRM integration, AI chatbot framework, and omnichannel support for WhatsApp, Telegram, and traditional channels.
Key Deliverables:
- Technical architecture blueprint
- Integration specifications
- Chatbot conversation flows
Rapid Implementation
Accelerated development and deployment of Twilio Flex platform with AI chatbot - completing in 3 months instead of the planned 9-month timeline.
Key Deliverables:
- Twilio Flex deployment
- CRM integration
- AI chatbot launch
- Agent training
Optimization & Scale
Continuous improvement of chatbot accuracy, expansion to new countries, and enhancement of automated language translation capabilities.
Key Deliverables:
- Performance optimization
- Multi-language expansion
- Advanced automation features
Exceptional Business Impact
The results speak for themselves - from automation rates to implementation speed, every metric exceeded expectations.
“I believe that if we had chosen any other provider, we would not have been able to accomplish anything within three months. And it simply works, which is a significant advantage.”— Michael Beisteiner, Head of International Service Support and Key Accounts, myWorld
Ready for Your Own Transformation?
See how HeyHo Systems can help you modernize your contact center operations with Twilio's cutting-edge technology. Let's achieve the impossible together.