Twiddy & Company, the Outer Banks vacations rental leader, helps create memories with access to over 1,100 vacation rental properties along 25 miles of the North Carolina coastline. Much has changed since the family-owned business started over 40 years ago. In addition to other professional property management companies in the Outer Banks barrier islands, Twiddy now competes with digital players like Vrbo.
Its customer experience starts from the minute a potential guest browses its website or calls a Twiddy office for a reservation. It continues when they check into their spotless holiday home. Previously, Twiddy managed those interactions via on-premises Cisco VoIP technology that had reached capacity and end-of-support. Then the COVID-19 pandemic hit, exposing legacy system limitations and making it clear it needed to modernize its tech stack and move to the cloud.
“We saw enormous spikes with up to 10 times more calls a day from owners reaching out to our owner services team to inquire about their properties, and guests contacting our guest services team with questions ranging from whether or not they would still be able to stay in their vacation home to inquiring about refunds,” said Blake Stockslager, CIO at Twiddy. “Our legacy phone system simply could not cope. So, many of our homeowners and guests sat in long queues or kept getting a busy tone.”
An impressive migration
Twiddy quickly arranged regular virtual briefings to keep its owners and guests informed, while the company sought advice from an independent consultant for a permanent cloud-based solution. “After this experience, we knew that we never wanted to worry about managing hardware, scaling issues or complex licensing models again,” said Stockslager. “Plus, we wanted a better approach for employees who now found themselves working remotely. Genesys ticked all the boxes, especially for ease of use.”
The migration to the Genesys Cloud CX platform was equally impressive. “Genesys said it would take just 60 days and we just couldn’t believe it,” added Stockslager. “We had 60-plus call flows; over 100 people to train; admin skills to acquire; and various integrations with Salesforce, databases and our telco provider. But amazingly, they delivered as promised.”
Business continuity procedures that were already in place to deal with seasonal events like hurricanes now involve fewer steps. There are no VPNs to provision and no softphones or desktops to configure. Instead, agents can connect to Genesys via a web browser on their laptop or tablet — saving more money on hardware.
More personalized service
Integrating Genesys Cloud CX with Salesforce was particularly important to Twiddy. “By dipping into our CRM, we’re able to intelligently route each call to the best-placed vacation specialist, eliminating frustrating IVR menus and transfers,” said Stockslager. “We already know who the customer is and the most likely reason they’re calling. This means we can answer their questions faster and provide better advice based on knowledge of the property’s location and amenities.”