Twnel

Conversational automation for the extended enterprise

Accelerate the digital transformation of your mobile-first partners and field teams

Twnel is the antidote to WhatsApp groups in your operation. Connect drivers, sales reps, technicians, suppliers and shopkeepers through smart chats that automate processes, give you control and measure performance, without building a custom app.

Book a demo

Automation projects deployed in days, not months.

Twnel Messenger on an Android phone: the driver shares their location and a SuperBot asks whether they are delivering to a customer or a plant
Twnel Messenger on an Android phone: the driver photographs the package and the customer signs for the delivery on screen

Companies running on Twnel across Mexico, Brazil, Colombia, Ecuador and Peru

  • AB InBev
  • SURA
  • Frubana
  • Chiper
  • Softys
  • Servimercadeo
55%lower coordination costs with SURA's assistance network
63%fewer failed deliveries due to fraud at Chiper
7,000+Frubana drivers in 4 countries, supported by fewer than 300 agents
85%fewer failed deliveries at Armar Alimentos

The problem

The extended enterprise, left behind by digital transformation

Companies digitized their executives and office staff with email, productivity suites and CRMs. But the people who move the operation on the street work from their phones, and coordinate through calls and personal messaging.

Executive reviewing information on a tablet in the office

Employees

Executives and office staff

Desktop + mobileEmail, client-server, web and apps

Technician in a high-visibility vest and hard hat operating equipment on the street

Field workers

Technicians, installers, security guards, sales reps, drivers

MobilePhone calls, expensive in-house apps

Vendor handing fruit to a customer at a market stall

The extended enterprise

Contractors, suppliers, intermediaries, carriers, independent sellers, home-care doctors, store owners

Mobile-firstPhone calls and personal messaging

A personal messaging app full of chats with friends mixed with work chats

Personal messengers weren't built to run operations

More and more business processes run through personal chat groups: no control, no traceability, and mixed in with chain messages, memes and family chats. For most people it's a distraction; for the company, it's a fraud and compliance risk.

And yet messaging is at the heart of the internet experience for people coming online for the first time. The channel is right; the tool is wrong.

Before

  • Email
  • Phone calls
  • In-house apps
  • Personal messengers

Issues resolved in days or weeks

With Twnel

One official, automated and measurable channel

Issues resolved in minutes

The platform

A full-stack solution: the tools and services to automate in days

Everything you need to connect, support, automate and measure your operation with your partners, in a single platform.

Twnel Messenger and Web Messenger

Pocket tools for your partners: conversations that automate processes and let you control and measure distributed teams.

Twnel Messenger

Downloadable app for Android and iOS. Connected 24/7, always in their pocket.

Twnel Web Messenger

One click away, no download. Share it through social media, SMS, as a widget on your website or embedded in your apps.

  • Input types such as photo, GPS, signature, barcode scanning and voice notes
  • Address corrections, delivery logging and incident reporting
  • Mass notifications segmented by zone, city or country
Twnel Messenger on an Android phone: the driver shares their location and a SuperBot asks whether they are delivering to a customer or a plant
Twnel Messenger on an Android phone: the driver photographs the package and the customer signs for the delivery on screen

Twnel vs. the rest

All in one, instead of four vendors

Building the solution piece by piece means integrating a user network, a messaging API, an AI engine and a management app, and making them all work together. Twnel delivers the complete stack as one integrated service.

Control

Clear rules of the game for the entire network.

Measurement

Based on your business variables.

Automation

Unlimited, connected to your systems.

Twnel All-in-one solution
Management appChattigo, Treble, Manychat
AI / NLPDialogflow, Rasa, Wit
WhatsApp Business API connectionTwilio and others
WhatsAppUser network

We support your operation's gradual transition

  1. 1Human-assisted
  2. 2Hybrid
  3. 3SuperBot-assisted

Industries

Processes that improve with conversational automation

We lower the cost of coordinating dispersed teams, from hundreds to tens of thousands of people, by replacing inbound and outbound calls with conversations handled by agents or SuperBots.

Courier on a bicycle with a delivery box riding down a street

Transportation and logistics

Tracking and control chatbots that replace expensive apps: geolocated arrivals at distribution centers, digital proof of delivery, address corrections and measurable cancellation reasons.

Supermarket shelf with fruits and vegetables

Consumer goods (CPG)

We help move from sales reps taking orders to shopkeepers ordering via chat. Customer lookups, fridge maintenance and order scheduling.

Insurance advisor checking his phone

Insurance

We support brokers in sales and coordinate assistance networks (tow trucks, repair shops, lawyers), replacing WhatsApp to stay compliant.

Caregiver talking with a patient in a wheelchair

Healthcare

We securely connect patients and families, and scale remote and home care.

Sales rep checking an order on his phone next to his car

B2B direct sales

We simplify order taking and the growth of your sales network, with zero learning curve for distributors.

Private security

We connect guards, supervisors and bodyguards in real time, and digitize the shift logbook.

Person packing a box for shipping

Inventory

We connect the WMS, back office, third parties and warehouse staff in real time.

Technicians in hard hats coordinating an installation next to a crane truck

Installations and field service

Technicians update the status of every job from their phone, with evidence and data reaching the operations center in real time.

Success stories

Real results with networks of thousands of partners

Logistics, consumer goods, sales, insurance and services companies that replaced WhatsApp groups, phone calls and paper with conversational automation.

Agrotech · Driver support

62% of driver communications automated

More than 1,000 daily routes in Colombia, Mexico, Brazil and Argentina. Frubana moved from WhatsApp groups to a control tower with SuperBots and scaled to more than 7,000 drivers.

B2B e-commerce and delivery

-63% failed deliveries due to fraud

More than 850 drivers in Colombia, Mexico and Brazil report issues and cancellations with real-time evidence, on an official channel the company controls.

Agrotech · Field sales

-90% wait time for sales reps to get help

Frubana's commercial arm supports hundreds of Hunters and Farmers who visit restaurants, correct addresses, share promotions and check product availability from Twnel.

Neta.mxB2B e-commerce

-92% response time to drivers and stores

Neta tripled in size in three months. With Twnel it coordinates drivers and more than 3,000 partner stores from one place, instead of building an app that would take 6 months.

Armar AlimentosFood · Distribution

-85% failed deliveries

A frozen protein distributor in southwestern Colombia. It uses Twnel as its only channel with suppliers, plants and drivers, with digital proof of delivery.

Sales outsourcing · Telecom

15 min to register a sale (it used to take up to 2 days)

More than 300 sub-distributors in Colombia and Ecuador sell DIRECTV and HughesNet subscriptions through a SuperBot connected to their CRM, with zero learning curve.

Somos InternetInternet services · Installations

40-60 daily installations coordinated in real time

15 technician crews update the status of every installation in Twnel, and the data flows into Airtable so the operations center can monitor it instantly.

Insurance · Assistance network

-55% in communication and coordination costs

More than 3,000 assistance providers connected: tow trucks, mobile mechanics, designated drivers and lawyers. The contact center went from 850 to 450 agents.

Consumer goods · Sales

3,500+ sales representatives connected

The national street sales networks of Bavaria (Colombia) and Cervecería Nacional (Ecuador), connected and with automated sales processes.

Consumer goods · Logistics

400+ drivers automated

Loading, unloading and delivery to customers with visibility over the outsourced fleet, delivery time tracking and instant issue resolution, with no broken telephone.

Pricing

Twnel connects your company with its partners and helps it grow

One monthly subscription gives you the entire suite: Twnel Messenger, Chat Manager, Bot Builder and Metrics, with every benefit listed below.

Monthly subscription

The complete Twnel suite

  • Twnel Messenger and Web Messenger
  • Chat Manager
  • SuperBot Builder
  • Metrics
Book a demo

We put together a proposal based on the size of your partner network and team of agents.

Connect and converse

  • Connect your partners and field teamsYour contacts are your mobile audience: mobile-first people who already use messengers every day.
  • Organize your operation with agentsThe people behind your company, who manage the interactions between your company and its partners.
  • Unlimited conversationsSend and receive text, images, video, audio, locations and documents with any contact.
  • Unlimited business channelsConnect instantly with other companies in your industry that already use Twnel.
  • Unlimited group channelsCollaboration spaces with contacts or companies that share your interests, easily created with tags.
  • Unlimited conversation historyTwnel keeps a record of all your company's activity.
  • Free app for Android, iOS and webYour partners use Twnel Messenger at no cost, on their phone or in the browser.
  • Free SMS for users without Twnel MessengerWe have you covered if any of your contacts doesn't use Twnel Messenger yet.

Automate

  • Unlimited botsConversational mini apps that help your contacts complete specific tasks without human intervention.
  • Unlimited broadcastsMessages to all your contacts or a subset, segmented with tags.
  • AI-powered conversation auto-classificationEvery conversation is classified by topic so you can measure and automate it.
  • Tag-based auto-routingSmart rules that let your implementation run complex operations.
  • API accessConnect Twnel to your own applications (CRM, ERP and more) to automate and consolidate information.

Measure and scale

  • Activity metricsSee how your contacts and agents use Twnel.
  • Operational metricsBusiness insights to understand what your contacts do with Twnel and improve your processes.
  • Multi-country supportDeploy Twnel in more than one country, with independence and flexibility for each subsidiary.
  • Dedicated account managerWe make sure everything works well for your company.
  • Pay by invoiceWe send monthly invoices to your accounts payable team, no credit card needed.

Our story

Our mission

Empower mobile workers in Latin America and around the world

who are helping companies achieve the impossible through conversational automation.

Twnel was born in the classrooms of MIT in Boston, Massachusetts, with a dream: to improve the productivity and competitiveness of companies in emerging markets, and to empower the first generation of mobile partners who found in their phone the ideal work tool.

Our headquarters are still right across from the classrooms where the company was born. Our growing team brings together world-class people in 8 cities, and together we have reached more than 1,000 companies and empowered more than 100,000 partners.

Founded
2014, in MIT's classrooms
Headquarters
Cambridge, Massachusetts
Companies
1,000+ reached
Partners
100,000+ empowered
Team
8 cities worldwide
Operations
Mexico, Brazil, Colombia, Ecuador and Peru
Young man using his phone on the street
6 billion people will use smartphones to interact with the world around them in the coming years.

Why are mobile partners key to digital transformation?

We firmly believe messaging will be the foundational technology for a wave of emerging, unstoppable interactions between connected individuals and companies in every industry.

We have seen companies choose channels that were never designed to coordinate operations, putting at risk the privacy of the data flowing through the hundreds of groups they created.

At Twnel we decided to change that: with the right solution you can increase productivity, regain control and improve visibility into your operation, building on the fact that your teams and partners are most comfortable with instant messaging.

Today, achieving your process automation goals and better coordinating your operation is possible.

Book a demo

Don't wait to talk to sales

See how Twnel can replace the WhatsApp groups in your operation with automations that go live in days.

Book a demo

Agrotech · Driver support

62% of driver communications automated

More than 1,000 daily routes in Colombia, Mexico, Brazil and Argentina. Frubana moved from WhatsApp groups to a control tower with SuperBots and scaled to more than 7,000 drivers.

Industry
Agrotech, restaurant supply
Market
Colombia, Brazil, Mexico and Argentina
Operation
1,000+ daily routes
Twnel customer since
2019

Background

Frubana started in 2018 as the platform where restaurants find every product they need, and expanded to Mexico, Brazil and Argentina.

Driver communication used to run informally over WhatsApp. With Twnel the company scaled communication and automated processes with thousands of drivers in a few weeks: warehouse and distribution center arrivals, cash deposit reports, invoices and delivery issues. It then extended Twnel to its sales reps and market staff.

Operational challenges

  • Informality and lack of control from WhatsApp groups, with distractions and little follow-up
  • No way to measure driver support performance
  • Unable to scale the support team without self-service mechanisms
  • Slow support that drove up transportation costs and frustrated customers

What they implemented with Twnel

  • Count and classify driver interactions to decide what to automate
  • Centralize conversations in a control tower
  • Measure volumes and peak hours to staff agents optimally
  • Reduce drivers' idle waiting time on site

Results

  • 54% fewer agents and analysts needed to support drivers, by automating 62% of communications.
  • USD 3 less per interaction compared with support over channels like WhatsApp.
  • Driver response time under 3 minutes in 90% of agent-handled cases.
  • Operation scaled to more than 7,000 drivers in four countries with fewer than 300 agents.

“By implementing Twnel we achieved one-to-one communication with drivers, which speeds up our distribution and delivery process. That in turn guaranteed lower costs in our most important line item: transportation.”

Andrés SarmientoVP of Operations, Frubana

With conversational automation, your field partners can report issues and interact with your systems in real time, starting this week.

Book a demo

B2B e-commerce and delivery

-63% failed deliveries due to fraud

More than 850 drivers in Colombia, Mexico and Brazil report issues and cancellations with real-time evidence, on an official channel the company controls.

Industry
B2B e-commerce and delivery
Market
Colombia, Brazil and Mexico
Size
201 to 500 employees
Twnel customer since
2021

Background

Chiper supplies groceries, cleaning and household products to more than 40,000 neighborhood stores in three countries, through a network of more than 600 partner drivers with urban cargo vehicles.

In 2021 its Operations and Customer Service teams rolled out Twnel to reduce failed deliveries caused by cancellations and to stop driver impersonation, a common problem in the gig economy.

Operational challenges

  • A high number of improper order cancellations
  • No way to verify drivers' actual location at the time of delivery
  • Fraud and impersonation of partner drivers
  • A growing volume of conversations needing real-time answers, competing for resources with store support
  • Drivers couldn't update company systems to correct delivery addresses

What they implemented with Twnel

  • Channel all driver communication with support into one organized place
  • Measure service levels and document repetitive cases to automate them
  • Integrate the operational system (VIVO) to read and update data in real time
  • Automate order cancellations, requiring real-time evidence and location

Results

  • 63% fewer fraud-related cancellations: a SuperBot requires a reason, the phone's GPS location and a photo taken on site (not from the gallery).
  • 88% better service levels: the control tower routes conversations and most drivers get help in under 3 minutes.
  • 90% less driver impersonation: agents trigger a validation SuperBot that ends with a real-time selfie.
  • Fewer backed-up conversations by sending repetitive questions to a step-by-step SuperBot.
  • More successful deliveries: drivers update addresses and leave notes for their colleagues.

“Without Twnel we wouldn't have a tool to manage fraudulent practices by drivers in our distribution and delivery process, and our sales and reputation with the more than 40,000 shopkeepers we serve would be at risk.”

Eduardo PalmaHead of Customer Success, Chiper

With conversational automation, your field partners can report issues and interact with your systems in real time, starting this week.

Book a demo

Agrotech · Field sales

-90% wait time for sales reps to get help

Frubana's commercial arm supports hundreds of Hunters and Farmers who visit restaurants, correct addresses, share promotions and check product availability from Twnel.

Industry
Agrotech, field sales
Market
Colombia, Brazil, Mexico and Argentina
Team
Hundreds of Hunters and Farmers
Unit
Torre Kiwi (sales)

Background

Torre Kiwi is Frubana's sales unit. Its Hunters and Farmers visit restaurants every day, and with Twnel the company gets real-time information from every visit, sells more efficiently and strengthens customer trust.

Operational challenges

  • Informal support for the field sales team in WhatsApp groups, with no record of who had been helped
  • Wrong information given to customers: products were promised that might not be available
  • Disconnect between the systems reps consult and WhatsApp, causing rework and lost time

What they implemented with Twnel

  • Classify interactions with sales reps to identify what to automate
  • Centralize support in a control tower
  • Let reps check cancellations, correct addresses and verify availability on their own

Results

  • 90% less time for a Hunter or Farmer to get help.
  • USD 3 less per interaction compared with WhatsApp support.
  • The most frequent topic among reps identified so it can be automated without human help.
  • Sales operation in four countries with fewer than 30 agents dedicated to sales.

“We now have the opportunity to better support our sales team and supervisors, and to let them independently check cancellations, correct delivery addresses and verify product availability, which we expect will help us sell more.”

Johan LagosCommercial Executive, Frubana

With conversational automation, your field partners can report issues and interact with your systems in real time, starting this week.

Book a demo
Neta.mx

B2B e-commerce

-92% response time to drivers and stores

Neta tripled in size in three months. With Twnel it coordinates drivers and more than 3,000 partner stores from one place, instead of building an app that would take 6 months.

Industry
B2B e-commerce
Market
Mexico
Network
100+ drivers and 3,000+ partner stores
Founded
2021, Iztapalapa

Background

Neta is an e-commerce platform where people shop online and pick up their products at more than 3,000 stores close to home.

After tripling in size in three months, it needed real-time information on deliveries to its partner stores. Building its own tool would take at least 6 months, so it implemented Twnel.

Operational challenges

  • No real-time coordination with the reconciliation team for product returns
  • No delivery tracking, which backed up warehouses at the end of the day
  • No visibility into travel and delivery times at each stop
  • No insight into why deliveries failed, causing waste and complex reverse logistics

What they implemented with Twnel

  • Classify driver interactions to decide what to automate
  • Centralize drivers and stores in a control tower instead of groups in Zendesk and WhatsApp
  • Measure routes from the warehouse to the last delivery of the day
  • Reduce idle waiting time on site

Results

  • 92% faster response times while growing to 100+ drivers and 3,000+ stores with a similar number of agents.
  • 32% faster daily operation by automating reconciliation (product returns).
  • 15% less product waste by classifying the causes of failed deliveries.

“We needed a system to properly track requests from the stores, which are our satellite warehouses, and at the same time a communication channel with the drivers delivering to them. Both channels were separate and we were completely disconnected.”

Deyanira DomínguezCustomer Success Manager, Neta.mx

With conversational automation, your field partners can report issues and interact with your systems in real time, starting this week.

Book a demo
Armar Alimentos

Food · Distribution

-85% failed deliveries

A frozen protein distributor in southwestern Colombia. It uses Twnel as its only channel with suppliers, plants and drivers, with digital proof of delivery.

Industry
Frozen meat and derivatives
Market
Southwestern Colombia
Revenue
USD 5 million per year
Twnel customer since
2019

Background

Armar Alimentos was founded in Cali in 2017 to process and distribute beef, pork and chicken across the Valle del Cauca region. It serves retail chains, hotels and businesses with a fleet of refrigerated trucks and motorcycles.

It adopted Twnel in 2019 to improve communication with its fleet and processing plants, and now uses it to support its expansion into other regions.

Operational challenges

  • Informal communication with and support for drivers over WhatsApp
  • Poor coordination with processing plants
  • Lost sales due to failed deliveries
  • Lots of paper-based processes and information scattered across personal chats
  • No control or standardization in order delivery

What they implemented with Twnel

  • Unify support channels for suppliers and drivers
  • Digitize processes so no documents are lost during purchasing and distribution
  • Standardize order delivery with SuperBots

Results

  • 85% fewer failed deliveries and higher customer satisfaction.
  • Twnel is the only channel with suppliers, plants and drivers, each with tailored support from the control tower.
  • Proof of delivery stored in the company's systems and available at any time.
  • Faster sourcing, processing and distribution, with fewer cancellations and more sales.

“With Twnel we reduced failed deliveries by 85% and increased the satisfaction of our customers, who now prefer Armar Alimentos over the competition.”

Brian ArmitageGeneral Manager, Armar Alimentos

With conversational automation, your field partners can report issues and interact with your systems in real time, starting this week.

Book a demo

Sales outsourcing · Telecom

15 min to register a sale (it used to take up to 2 days)

More than 300 sub-distributors in Colombia and Ecuador sell DIRECTV and HughesNet subscriptions through a SuperBot connected to their CRM, with zero learning curve.

Industry
Sales, technical and contact center outsourcing
Market
Colombia and Ecuador
Network
300+ distributors and sub-distributors
Twnel customer since
2020

Background

Servimercadeo provides sales, technical, contact center and distribution outsourcing to telecom companies, and is the leading internet and TV distributor for Colombia's largest satellite operator.

Selling a plan used to take hours: partners validated customer data and credit checks by phone with consultants at headquarters. Before Twnel they tried an in-house app (expensive and slow to build), more than 100 WhatsApp groups (unmanageable) and solutions from large CRM vendors (costly per user and poorly suited to their network).

Operational challenges

  • A slow sales process that depended on calls to consultants
  • More than 100 WhatsApp groups with hundreds of members, impossible to manage
  • Consultants answering calls without knowing who was on the other end

What they implemented with Twnel

  • Twnel Messenger so distributors enter customer data through a SuperBot that saves it to their Bitrix24 CRM
  • The control tower so consultants handle requests like a regular chat
  • Tags by country, city and area to provide support and send segmented mass messages

Results

  • 60% less time to validate data and register a sale: from hours to a few minutes.
  • More control over communication between the company and its authorized distributors.
  • Promotions automatically tailored to each partner's location.
  • More transparency for partners checking the status of their sales.

“Twnel makes it possible to achieve with automation what we could previously only imagine.”

Jorge Mario AristizábalGeneral Manager, Servimercadeo

With conversational automation, your field partners can report issues and interact with your systems in real time, starting this week.

Book a demo
Somos Internet

Internet services · Installations

40-60 daily installations coordinated in real time

15 technician crews update the status of every installation in Twnel, and the data flows into Airtable so the operations center can monitor it instantly.

Industry
Wireless internet services
Market
Colombia (Medellín)
Size
50 to 100 employees
Team
15 technician crews

Background

SOMOS is a wireless internet provider that entered the Colombian market through Medellín, focused on residential complexes with more than 100 apartments. Its promise: better prices, stable speed and on-time installation and support appointments.

As it grew in Medellín and nearby towns, coordinating its installation and maintenance technicians, from the sale to the installation record, became difficult.

Operational challenges

  • Manual scheduling in Google Calendar, causing routing mistakes and inaccurate arrival times
  • Service statuses in Airtable fed by forms, with no real-time visibility into route completion or equipment returns

What they implemented with Twnel

  • Daily route planning with strict time windows, accounting for traffic and breaks
  • A SuperBot that loads each crew's installations from Airtable and updates every stage: on the way, on site, installed (with the equipment's MAC address) or not completed and why

Results

  • Installation routes completed in less time, keeping the company's promise.
  • Field data in real time thanks to the bot builder's native Airtable and Google Sheets integration.
  • An operation that can be taken to a new city, such as Bogotá, without needing to know it first.

“It's easy to use, and the people in charge have been very attentive and diligent with requests and support.”

Daniel MuñozInstallations Lead, Somos Internet

With conversational automation, your field partners can report issues and interact with your systems in real time, starting this week.

Book a demo

Insurance · Assistance network

-55% in communication and coordination costs

More than 3,000 assistance providers connected: tow trucks, mobile mechanics, designated drivers and lawyers. The contact center went from 850 to 450 agents.

Industry
Insurance
Market
Colombia
Network
3,000+ assistance providers
Twnel customer since
2017

Results

  • 55% lower communication and coordination costs with the national assistance network.
  • Contact center reduced from 850 to 450 agents.
  • Tow trucks, mobile mechanics, designated drivers, lawyers and more, connected on an official, compliant channel.
  • Expanding to other business units.

With conversational automation, your field partners can report issues and interact with your systems in real time, starting this week.

Book a demo

Consumer goods · Sales

3,500+ sales representatives connected

The national street sales networks of Bavaria (Colombia) and Cervecería Nacional (Ecuador), connected and with automated sales processes.

Industry
Consumer goods (beverages)
Market
Colombia and Ecuador
Network
3,500+ representatives
Twnel customer since
2018

Results

  • Customer information lookups from the chat.
  • Coordination of fridge maintenance.
  • Appointment and order scheduling.
  • Answers and clarifications on customer orders.

With conversational automation, your field partners can report issues and interact with your systems in real time, starting this week.

Book a demo

Consumer goods · Logistics

400+ drivers automated

Loading, unloading and delivery to customers with visibility over the outsourced fleet, delivery time tracking and instant issue resolution, with no broken telephone.

Industry
Consumer goods (personal and home care)
Operation
Outsourced transport fleet
Network
400+ drivers
Twnel customer since
2021

Results

  • Visibility and control over the outsourced transport fleet.
  • Delivery time tracking.
  • Higher satisfaction among retail customers.
  • Instant issue resolution, with no broken telephone.
  • Expanding to other logistics areas.

With conversational automation, your field partners can report issues and interact with your systems in real time, starting this week.

Book a demo

Book a demo

Pick the day and time that work best for you. We will show you Twnel with a use case from your operation.

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