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CASE STUDY
Innovation in Action: Orica's Global Success with CloudWave’s Tailored Twilio Flex Solution
Giving Orica the Tools to Transform Workforce Engagement Across Borders with Twilio Flex
About
Orica is one of the world’s leading mining and infrastructure solutions providers. Operating for 150 years, the 12,500+ global workforce supports customers across surface and underground mines, quarry, construction, and oil and gas operations.
Client Industry:
Resources
Customer Base:
12,500+
Location:
Global
The Challenge
Orica recognised the need to enhance its global communication capability within the People Services and Talent Acquisition team.
Orica’s People Services and Talent Acquisition teams operate across various global locations spanning 60+ end users. The scope and scale of their operations requires a substantial team dedicated to handling the complexities of global communication and recruitment.
Orica's existing solution involved using local Philippines-based phone numbers for global communication, which led to hesitancy among recipients to answer calls and messages from an overseas Caller Line Identification (CLI).
This had flow on effects, causing higher resource usage to effectively communicate and engage with new hires and candidates via other channels.
These issues highlighted their existing solution’s inability to adapt to the diverse communication preferences and requirements of a global workforce, in addition to the limitations in using local numbers and digital channels in other regions.
Orica was looking for a partner who could offer a more flexible and effective solution.
Flexibility to Innovate Global Communication with CloudWave and Twilio
The CloudWave Solution
Orica chose CloudWave for their expertise in Cloud Contact Centre technology, and their ability to provide a comprehensive, multi-channel communication platform that addressed Orica's specific challenges.
Orica identified Twilio Flex as the right platform with the right capability and engaged CloudWave’s experience to deliver custom Twilio Flex solutions tailored to their complex, global communication needs.
CloudWave implemented:
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An omni-channel Twilio Flex solution enabling communication across multiple regions with local telco numbers
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Features include voice call flows, messaging, agent queues, phone number configuration, real-time and historical reporting, and integration with Twilio's suite of communications products
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CloudWave Professional Services including project management, solution documentation, training delivery, internal testing, assistance with user acceptance testing (UAT), and go-live cutover support
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A solution that supports multiple language and communication methods, catering to the diverse needs of Orica's global workforce
CloudWave were also able to pivot with our business needs through the process, ensuring our needs were met every step of the way. Their collaborative approach ensured we felt involved in the process through the journey.
HR Team, Orica
The Outcomes
The goal was to streamline Orica’s onboarding process and improve engagement rates with new hires across multiple regions – thereby improving operational efficiency.
Today, with Twilio and CloudWave, Orica's People Services and Talent Acquisition team:
- Communicate effectively with candidates and new hires globally
- Use local numbers to increase engagement rates
- Use a diverse range of digital channels
- Engage with new hires across diverse geographical locations and languages
- Enhance the onboarding experience for new employees
Orica transformed its global communication and onboarding processes, not only improving its operational efficiency but also signalling its commitment to innovation and excellence.
This focus on effective communication reflects their broader mission to support the mining and construction industries, impacting global infrastructure development and resource extraction processes.
“CloudWave were also able to pivot with our business needs through the process, ensuring our needs were met every step of the way. Their collaborative approach ensured we felt involved in the process through the journey.”
As a Twilio Gold Consulting Partner CloudWave have the skills and team to help you Leverage Twilio’s full suite of products for secure, scalable communications.