Case Study:
Multi-Department IVR + SMS Workflow Multi-Department IVR + SMS Workflow Modernization
Client
A national technical training organization relying on high-volume inbound support calls and SMS engagement.
Challenge
A trades training organization was struggling with an unreliable communication system — missed calls, inconsistent routing, manual follow-ups, and slow response times were costing the company real money. On top of that, they were being overwhelmed by spam calls, carrier filtering issues, and unwanted SMS traffic that clogged phone lines and pulled staff away from real customers.
Outdated or improvised phone setups simply can’t keep up with today’s demand for real-time, reliable communication, leaving teams frustrated, operations disrupted, and customers unsupported.
Solution
We rebuilt the organization’s entire call and messaging infrastructure on Twilio — replacing unstable legacy logic with a modern, engineered communication system designed for reliability, clarity, and scale.
Key upgrades included:
Multi-department IVR with clear menu options and intelligent routing
Press-1 call screening to block spam, scammers, and bot-dialers before they ever reached staff
Department fan-outs that ring multiple team members simultaneously, ensuring faster pickups
Unified SMS routing that filters unwanted messages and organizes real customers into proper queues
Automated workflows for after-hours handling, voicemail delivery, notifications, and follow-ups
Carrier-compliant messaging setup to reduce filtering and improve deliverability
Full reporting + analytics to replace guesswork with visibility into call flow, response times, and volume
The result was a communication system that performs like a dedicated call center — but without the cost or complexity. (The client is currently saving hundreds a month compared to their previous provider!)
Results
The upgrade produced immediate, measurable improvements across the organization:
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93% reduction in spam calls reaching staff
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41% faster response time across all departments
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Near-zero missed calls, thanks to simultaneous ring fan-outs and clear routing logic
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Consistent messaging delivery, with spam SMS filtered out and legitimate messages routed correctly
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Stronger customer experience, with smoother menus, faster pickups, and clear communication paths
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Staff time reclaimed, reducing manual follow-ups and repetitive work
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System stability increased, eliminating outages and routing failures from the previous provider
The organization now has a reliable, professional communications system built to handle growth — and one that finally frees staff from chasing missed calls and fighting spam.