Twilio Flex is a cloud-based contact center platform that has been adopted by U-Haul for its ability to scale more economically for seasonal agents. The company's interest in Twilio Flex was driven by the need to overcome limitations of their aging chat platform and to allow developers to build new customer experiences, such as virtual assistants and push notifications. U-Haul has successfully implemented Twilio Flex chat on their website, allowing customers to communicate directly with local offices using the mobile app. The company's collaboration with Twilio has resulted in improved queue wait times and a more efficient contact center experience for agents. U-Haul is committed to changing the way agents work and providing new ways for customers to engage, driving higher customer satisfaction and loyalty.