Integrating Twilio Flex with ServiceNow
In Support of A Medical IT Service Desk

A healthcare network operating in nineteen states wanted to modernize their ITSM for more than 9,000 employees, including medical professionals with potentially urgent tech-support needs.

Terazo was brought in to develop a contact center with a dynamic IVR, call routing, and advanced analytics, fully integrated with ServiceNow.

The Challenge

An industry leader in long-term acute care and inpatient rehabilitation acquired another healthcare entity, increasing their total operations to more than fifty hospitals and outpatient facilities in nineteen states. To help maintain elevated patient care and cost-effective medical services, the healthcare network sought a way to consolidate, stabilize, and streamline their 24/7 IT support coverage for their more than 9,000 employees.

After migrating to ServiceNow to manage IT service issues, the company sought to improve their support procedures with a Twilio Flex Contact Center integrated with their ServiceNow instance.

Our Approach

Terazo first reviewed the existing phone system and ServiceNow configuration and created a multi-featured Twilio IVR that aligned with the previous workflow. In concert with the health provider’s technical leadership, we consolidated menu options and expanded IVR functionality to ensure an optimized caller experience, with close attention to testing and error handling.

We then implemented a custom plugin that embeds a Flex Contact Center panel inside the ServiceNow platform the company was already using. We scripted API endpoints for data delivery from the Twilio IVR, automating procedures for incident management and request fulfillment in a single ServiceNow window that contains the fully integrated Flex panel. To complement caller needs and streamline agent workflow, we added priority call routing and a voicemail option that automatically generates tickets in ServiceNow. Along the way, we suggested and implemented changes to the ServiceNow configuration to make processes more efficient and secure, leading to better outcomes across the board.

After launching the platform, our managed services team was engaged to provide technical support, proactive monitoring, minor feature enhancements, and monthly reporting on the state of the platform.

Technologies & Services Utilized

IVR development, Twilio Flex Contact Center implementation, ServiceNow API
development, managed services

The Results

The healthcare network now has a stable, streamlined product for its mission-critical service desk. This implementation helped unify and standardize ITSM for the company’s more than fifty hospitals and healthcare facilities, easing their post-acquisition transition and better enabling IT support for all their medical professionals.

The integration with the Twilio Flex Debugger allows exceptions to be raised immediately for the Terazo Managed Services team, providing rapid root-cause analysis and recommended configuration changes, ensuring a problem-free experience is provided to the employees of the healthcare system.

Key Outcomes

  • A centralized IVR available company-wide, 24/7, that collects caller data, optimizes automated responses and streamlines support agents’ response procedures

  • A customized Flex Contact Center embedded directly in ServiceNow, leveraging the capabilities of both products in a single view

  • Priority call routing

  • Recommendations for system enhancements to expand options in the IVR, to accelerate processes, and to build increasingly-granular metrics into analytics reporting

  • Continued monitoring, maintenance, and reporting by a managed services team with expertise in the product