Twilio announced that BSH Home Appliances Group will leverage Twilio Flex, a cloud-based contact center, to revamp its entire digital infrastructure within their customer service organization. Deloitte Consulting Spain is a consulting partner and advisor for this project to help roll out Twilio Flex in several regions, tightly integrating the cloud-based service solution within their customer care journey serving the needs of its customers worldwide. In times of economic challenges, with company budgets tight and less disposable income for consumers, it is all about one thing: building and maintaining great customer relationships.

BSH's global customer service operation is built on the understanding that consumers will continue to shop where their needs are understood and met, and where they can communicate with the company through their preferred communication channels – and ideally in a personalized way. This is the basis on which customer engagement is delivered.