Twilio
The Future of Communications
Overview
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HQ Location
United States
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Year Founded
2008
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Company Type
Public
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Revenue
$1-10b
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Employees
1,001 - 10,000
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Website
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Stock Ticker
NYSE: TWLO
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Twitter Handle
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Company Description
Twilio is a cloud communications Platform as a Service (CPaaS) company based in San Francisco, California. Twilio allows software developers to programmatically make and receive phone calls, send and receive text messages, and perform other communication functions using its web service APIs.
Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications.
By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.
IoT Solutions
Super SIM is a cellular connectivity platform for connecting your IoT devices around the world. One SIM gives you the freedom to choose from the best global networks.
Control your network quality
The success of your IoT solution depends on high-quality connectivity. Choose from global Tier 1 networks to control your cellular network coverage, quality, and cost. With multiple redundant paths, your products will be connected to the best networks at any time.
Scale infinitely with ease
Reliability and data latency are common challenges that impact scale. Super SIM is built on Twilio’s cloud-native and globally distributed network infrastructure that gives you reliable, low-latency global connectivity.
Automate your operations with APIs
Avoid inefficient manual operations. Use highly available APIs to program your connectivity operations, from changing SIM status and Tracking data consumption, to sending machine-to-machine messages to devices.
Subsidiary
IoT Snapshot
Twilio is a provider of Industrial IoT platform as a service (paas) technologies.
Technology Stack
Twilio’s Technology Stack maps Twilio’s participation in the platform as a service (paas) IoT Technology stack.
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Devices Layer
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Edge Layer
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Cloud Layer
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Application Layer
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Supporting Technologies
Technological Capability:
None
Minor
Moderate
Strong
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Case Studies.
Case Study
EMC's Transition to SMS for Real-Time IT Alerts
EMC, a global leader in cloud computing, data storage, and data virtualization, was struggling with an inefficient and slow method of alerting its 68,000 employees about IT system updates. The traditional method involved drafting an email, proofing it, getting approval from several stakeholders, and finally sending it. This process was not only labor-intensive but also unreliable as it depended on the user's email being unaffected and the user actually opening and reading the email. After sending 1.2 million alert emails in a single month, EMC decided to find a more efficient and immediate way to alert employees. The challenge was to find a solution that was not only faster and less labor-intensive but also globally available and scalable to EMC's needs.
Case Study
Toyota Connected Leverages Twilio Flex for Enhanced Customer Experience
Toyota Connected North America (TCNA) was in need of a flexible call center solution that could respond to customers’ needs and innovate quickly on a global scale. TCNA's Drivelink, a telematics platform, provides over 6 million drivers with access to emergency and convenience features. However, the technology powering many customer experiences was key to maintaining a competitive edge in a crowded industry. TCNA needed a solution that could scale in North America with more connected vehicles while maintaining high-quality experiences that often connected customers and agents in just a matter of seconds. They also needed a tool that offered direct access to data so that they could drive decisions quickly based on insights. Lastly, TCNA needed an intuitive tool that could integrate into Salesforce CRM and data-management tools.
Case Study
SchoolCloud: Revolutionizing Parent-Teacher Meetings with IoT
The traditional model of parent-teacher meetings in schools has been fraught with inefficiencies and logistical challenges. These meetings, typically conducted in-person, often involve inaccurate scheduling, overrunning of meetings, and long waiting times for parents. The advent of the COVID-19 pandemic and the subsequent closure of schools further exacerbated these issues, necessitating a shift towards virtual meetings. However, the existing video conferencing platforms were not equipped to handle the unique requirements of parent-teacher meetings, such as tight scheduling and the need for visual cues to indicate the next parent waiting. SchoolCloud, an edtech company, recognized these challenges and sought to develop a solution that could streamline the process of conducting parent-teacher meetings in a virtual environment.
Case Study
Enhancing App Engagement and User Verification with Twilio: A Duolingo Case Study
Duolingo, a globally recognized language learning app, aimed to integrate social sharing into their platform to boost user engagement. The challenge was to create a secure and efficient way for users to connect with their friends on the app. The existing methods of finding friends via a search engine or Facebook were either slow, lacked meaningful validation functions, or were hindered by tightened privacy policies. Furthermore, as Duolingo sought to add more robust social sharing features, the need for enhanced security to protect users' information became paramount. The challenge was to find a solution that could easily integrate with Duolingo's existing technology stack and provide a geographically agnostic way to validate users and connect them with their friends.
Case Study
FLK It Over Revolutionizes Lease Agreement Review Process for Real Estate Agents
The advent of the digital era allowed real estate agencies to expand their operations and manage more properties than ever before. However, this expansion also led to an increased volume of customer information and a greater number of lease agreements to process, resulting in administrative backlog and internal delays. Andrew Colagiuri, CEO and Founder of FLK it over, who had been in the real estate industry for 20 years, was frustrated with these time-consuming processes, especially after experiencing fast growth at his own firm. He sought to reinvent how real estate documentation is reviewed and signed in a more efficient manner.
Case Study
Fondesk's Innovative Approach to Enhance Customer Service Experience with IoT
Fondesk, a mid-sized company based in the Asia-Pacific region, aimed to provide businesses with an efficient online platform for implementing call answering services. The goal was to offer immediate access to experienced operators who could handle customer inquiries and follow-ups via chat or email. The challenge was to set up this service with minimal downtime, ensuring high-quality customer service. The company needed a solution that would allow them to outsource inbound customer calls efficiently, regardless of the size of the business. The solution had to be seamless, eliminating the need for businesses to install, deploy, and operate telephone facilities for home-based operators. Additionally, it had to integrate inbound and outbound calls and voice service into an Operations Control Center.
Case Study
GlobalGiving's Impactful Giving Through Personalized Emails
GlobalGiving, a tech nonprofit, provides over 5,000 community-led organizations with the tools they need to meet their fundraising goals. However, they faced a challenge in creating a fulfilling donor experience that would inspire continuous giving. The traditional online donation process often ended at the confirmation receipt, leaving donors without a sense of having contributed to something greater. GlobalGiving also struggled with personalizing email experiences for their 1.2 million donors. They had cycled through several email service providers, most of which were designed for bulk communication and did not offer the level of customization needed. One provider's system even broke due to the scale of personalization required by GlobalGiving.
Case Study
Honorlock's Remote Proctoring Solution: Ensuring Academic Integrity with Twilio Video
The COVID-19 pandemic in 2020 led to a sudden shift from traditional classroom learning to remote learning. This change posed a significant challenge to maintaining academic integrity, as monitoring students during assessments became a complex task. The traditional methods of proctoring, such as physical supervision in a classroom, were no longer feasible. The challenge was to find a solution that could ensure academic integrity at an unprecedented scale without compromising the user experience. Honorlock, a company specializing in online proctoring, was faced with the task of scaling their solution to meet the increased demand. Their existing video provider was unable to scale quickly enough to meet their expectations.
Case Study
Transforming the Hiring Process: Indeed's Use of Twilio for Virtual Interviews
In the wake of the COVID-19 pandemic, companies worldwide faced a surge in demand and the need to find qualified candidates as efficiently as possible. Traditional on-site interviews were no longer feasible, and the entire hiring process, from application to onboarding, had to be carried out remotely. This posed a significant challenge for Indeed, the world's top job site, which had to adapt to serve users under entirely new circumstances. The company needed to find a way to facilitate the hiring process in the era of COVID-19, ensuring that they could connect with the right candidates at the right time, regardless of their location.
Case Study
Strengthening Patient Digital Experience: A Case Study on NYU Langone Health
NYU Langone Health, a premier academic medical center, was faced with the challenge of finding a platform that could deliver important health messages to millions of patients across individualized care journeys. The rapid shift to digital healthcare, accelerated in the last 2 years, created complex challenges for healthcare providers. For NYU Langone Health, it meant prioritizing patient experience at every stage of the healthcare journey. The organization, which includes several hospitals and hundreds of ambulatory locations, had to navigate formidable challenges to continue delivering quality care. The array of patient journeys varied widely, requiring digital journeys to be flexible and intuitive, while also accounting for issues like security, regulatory compliance, language, and more. The challenge was to build a solution that could tackle all these considerations.
Case Study
Phenix's Battle Against Food Waste with Twilio
Phenix, a France-based startup, is on a mission to reduce food waste by connecting retailers with unsold food to customers who value sustainability and a good bargain. The company has served over 50 million meals that would have otherwise been discarded to over 400,000 customers. However, the process is time-sensitive with many moving parts that need to work together; otherwise, the products will be unusable. Sellers post a general description of each day’s offering, including price, number of baskets in stock, and available pickup window. Retailers might only have a few baskets available, and the pick-up windows can be short. Customers can set alerts so they know immediately when a type of food they want or a specific shop they like has posted an offer. The challenge was to ensure real-time communication between the sellers and the customers.
Case Study
Qure4u's Digital Health Platform Transformation with Twilio
The COVID-19 pandemic presented significant challenges for healthcare organizations, forcing them to quickly adapt and transform their healthcare delivery methods. The concept of 'anytime, anywhere care' became mainstream, with patients expecting the process of booking a doctor's appointment to be as easy as ordering delivery from a restaurant. However, meeting these changing needs of patients required empowering providers. Qure4u, a digital health platform, aimed to create provider-centric innovation that equipped physicians and their partners with all the tools they needed to engage effectively and reliably with patients—both inside and outside of the doctor’s office. The challenge was to ensure continuous delivery of services and high availability of the platform, which was crucial for business continuity for their customers.
Case Study
Salesmsg: Enhancing Business Communication with Twilio-Powered SMS Solution
Salesmsg, a company that provides a two-way business texting platform, was faced with the challenge of meeting its ambitious short-term and long-term growth aspirations. The team needed a highly stable and adaptable communications service to support their platform. They required a solution that could not only accommodate changing customer needs but also integrate seamlessly within existing workflows. The company was also looking for a way to provide businesses with the immediacy, flexibility, and personalization of SMS, while integrating with existing customer relationship management (CRM) software. This would allow customer interaction data to be centralized and easily accessed by sales, marketing, and customer support teams.
Case Study
World Central Kitchen's Innovative Use of IoT to Provide Meals During COVID-19
World Central Kitchen (WCK), a non-profit organization founded by Chef José Andrés, has been providing immediate food relief after disasters and strengthening local food systems throughout the Caribbean and Latin America since 2010. The organization has served over 50 million meals to communities affected by natural and man-made disasters worldwide. However, when the COVID-19 pandemic hit, WCK faced a unique challenge. Unlike previous disasters where infrastructure was often destroyed, the pandemic left all infrastructure intact. WCK needed to figure out how to use this intact infrastructure to continue providing meals to communities in need. Additionally, the pandemic led to an economic crisis, resulting in a soaring number of families stating they did not have enough to eat. Food banks were seeing record-breaking lines, and food distributors were wasting food due to lack of sales.
Case Study
Zocdoc's Rapid Transition to Telehealth with Twilio-Powered Video Solution
Zocdoc, a healthcare marketplace connecting patients and providers, was faced with a significant challenge during the onset of the COVID-19 pandemic. The company had been empowering patients by making it easy to find, compare, and book healthcare appointments. However, with the pandemic and subsequent stay-at-home orders, the need for a seamless virtual care experience became paramount. The company had to quickly adapt its roadmap to meet the changing needs of patients and the healthcare system. While their original system had the option for virtual appointments, changes were needed to enable Zocdoc’s nationwide network of providers to offer virtual appointments seamlessly through its platform.
Case Study
Rapid Deployment of a Remote Contact Center: BGL and Twilio Flex
BGL Insurance, a leading digital distributor of insurance, was faced with the challenge of transitioning its customer service agents to remote work due to the COVID-19 pandemic. The company, which serves over three million customers with their motor, home, and life insurance needs, needed a solution that would allow its agents to work safely from home without compromising the quality of customer service. With nearly 2,000 colleagues across three sites in England, the transition to remote work was a significant undertaking. The company needed to move away from its existing on-premise solution to a fully remote model quickly, without impacting its customers and ongoing operations.
Case Study
Twilio's Low-Cost Solution for Connecting Migrant Workers in Singapore with Families
The migrant worker population in Singapore faced a significant challenge during the global pandemic. The need to connect with their families became critical, but technical and logistical issues made it difficult. Many of their families back home did not have access to Wi-Fi or could not afford data plans for calls via WhatsApp or Viber. Landlines were often the only option, but obtaining prepaid calling cards became challenging due to quarantine orders and the risk of virus spread. The situation was further complicated by the fact that many of these workers' families resided in Bangladesh, where the infrastructure for digital communication was not as robust.
Case Study
Community Leverages Twilio for Authentic Two-Way Text Messaging at Scale
Community, an SMS marketing platform, connects businesses, brands, and public figures to their audiences at scale. Since its founding in 2019, Community has experienced massive growth, favored by high-profile figures and businesses alike. The platform's mission is to enable its customer base, referred to as 'Leaders', to drive conversations that increase brand loyalty, build trust, and create impact. However, to achieve this, Community faced the challenge of navigating the complexities of text messaging at scale, which had reached more than 7 billion messages sent. They needed a communications partner that would help them reliably serve their customers’ needs. Prior SMS technologies such as P2P (person to person) couldn’t facilitate the necessary throughput and Community also experienced filtering and blocking.
Case Study
Concilio's Transformation: Building a Healthcare Concierge Service with Twilio
Concilio, an app-based healthcare service, connects users and their families to a health concierge who assists them in finding doctors and scheduling appointments. With over 25,000 clinicians treating more than 5,000 different medical conditions, Concilio's user base began to grow rapidly in 2018. This growth necessitated a more reliable telemedicine platform for virtual consultations, a challenge for Quentin Hayot, Concilio’s system administrator and lead developer. Furthermore, Concilio's contact center, which was initially using SIP trunks with an Asterisk-based PBX for connectivity, was unable to support the growing population of users and agents. Agents were registering at least one complaint about the system with IT per day, and VPN issues led to poor call quality, degrading the customer experience.
Case Study
Dentally: Revolutionizing Patient Communication in Dentistry Practices
Dentistry practices operate on tight schedules, often leaving little time for patient care. Dentally, a company dedicated to improving patient experiences, envisioned a future where dentists have more time to treat patients. They aimed to build a user-friendly, intuitive portal that would empower dental practices to easily communicate with patients via voice and text. The challenge was to create a system that could streamline processes like appointment booking and reminders, clinical treatments, medical history records, and billing. This would ensure appointments run on time and patients are satisfied with their experience.
Case Study
Synergy and Twilio: A Digital Transformation in After-Hours Healthcare Service
Dial-A-Doctor, an after-hours medical service provider, was facing significant challenges with their existing PTSN fixed-line call centre. As they transitioned into the digital age, they switched to a VoIP system, hoping it would provide a more reliable and efficient service. However, the VoIP system proved to be inadequate, leading to poor call quality, instances where callers couldn't hear the agent, and calls dropping out in the middle of conversations. The most concerning issue was an instance where a second caller dropped into a private conversation between an agent and a patient. Dial-A-Doctor needed a flexible, reliable, and intuitive technology solution that could handle not only calls but also other forms of customer contact like SMS, WhatsApp, Facebook Messenger, and WebChat.
Case Study
Edureka's Transformation: Becoming India’s Fastest Growing Online Learning Platform
Edureka, an online education marketplace, prides itself on having the highest course completion rate in the industry. However, they faced a significant challenge in maintaining this rate due to the lack of immediate response to user support queries. This delay often led to students losing interest and discontinuing the course. The company wanted to create a support system that not only answered student queries but also encouraged them to continue, monitored their progress, and celebrated their achievements. However, providing 24/7 phone support was a daunting task. Edureka’s agents began to receive a surplus of calls from their students daily, which were often plagued with connectivity issues. As the company began to scale internationally, the platform founders started to search for a partner that would allow a smoother user experience for both the Edureka students and support agents.
Case Study
Twilio Flex and CloudWave's Role in Electrolux's Digital Transformation and Customer Engagement
The global pandemic brought about a significant challenge for businesses across all industries, including Electrolux, a global leader in home and kitchen appliances. The company, which sells more than 60 million household and professional products in over 150 markets annually, had to quickly pivot to maintain strong customer engagement and keep operations running. However, Electrolux's contact centers were not cloud or Internet-based, making it impossible to support remote work. The company needed to quickly develop a solution that would allow them to keep their contact centers operational. The challenge was to find a partner that understood their vision for the future and could help them find the appropriate solution to simplify communication functions between clients to ensure fast and efficient engagement with customers at every interaction.
Case Study
Fred IT Group's ePrescriptions Platform: A Revolution in Medication Management
Fred IT Group, a technology provider to the pharmacy industry, was tasked with transitioning the medical industry from paper to electronic prescriptions. In 2020, the company was working to make ePrescriptions a legal option for prescribing medication in Australia. They had a six-month timeline to design and build out the new platform. The challenge was to centralise the process by enabling the technology and connecting all the various 50-60 industry vendors to the eRx platform, as well as getting everyone onboard to the new system. However, the Covid-19 pandemic forced the Australian government to request that ePrescriptions become a reality in eight weeks versus six months. Fred IT Group had to find a reliable solution to meet this new deadline.
Case Study
Freespace and KORE: A Partnership for Safe Return to Office Spaces
The COVID-19 pandemic has forced businesses to rethink their operations, particularly the return of employees to the office while adhering to government-issued safety requirements. In countries where the virus is still uncontrolled, only 10 to 15 percent of employees are working on-site. The challenge lies in creating a safe environment for employees to return to work. Freespace, a company that specializes in making workspaces intelligent, had been helping businesses optimize office occupancy and reduce operating costs before the pandemic. However, the onset of COVID-19 meant that Freespace had to pivot its services to help businesses keep their employees safe. The company needed to make occupancy data available to everyone in the building, which required the installation of sensors on desks and in meeting rooms to collect occupancy data. However, this solution presented technical challenges, including the need for security, reliability, and scalability.
Case Study
Success in the fast lane: How goUrban uses SMS to deliver on mobility solutions worldwide
goUrban, a company that started out renting mopeds to Vienna users, soon realized the third-party software they were using to run their shared mobility business could be created more efficiently in-house. They began developing and testing their own transportation sharing software on their own fleet. However, as they expanded their customer base globally, they faced challenges in scaling their software and ensuring its reliability. They also had to overcome the arduous aspects of rideshare software with seamless, easy-to-use, secure technology. The company found that the slow verification times and finicky software were hindering their growth. They also needed to implement better hardware, remove unnecessary steps for their consumers, and ensure top-notch safety and security.
Case Study
Empowering Financial Advisors with IoT: A Case Study on Hearsay and Twilio
Planning for financial future is a complex task that requires an authentic, human touch. Hearsay, a financial services client engagement platform, was built to help advisors leverage digital channels to maximize their reach to prospects, optimize client engagements, and deliver exceptional service in a compliant manner. Over 100 of the world’s leading enterprise financial firms rely on Hearsay’s platform. However, Hearsay sought to empower their customers to develop deeper client connections with more personal, 1-to-1 channels like voice and SMS. During the recent global shift to remote work, many enterprise banking, wealth management, and insurance organizations decided to move away from corporate-provided devices and instead permit employees to communicate with customers from their own mobile phones or laptops. Hearsay needed a solution to quickly and compliantly build new channels for texts and calls— all while ensuring a smooth transition for enterprise field teams.
Case Study
Icario's Innovative Approach to Personalized Healthcare Communication
The healthcare industry is increasingly leveraging technology to improve patient experiences. However, this push for innovation often overlooks those who are not digitally inclined, lack access to certain technologies, or prefer traditional communication methods. Icario, a health action platform, was faced with the challenge of ensuring healthcare is accessible to everyone, regardless of their technological capabilities or preferences. They aimed to engage and motivate health plan members to take control of their health using the communication channel that suits them best. However, they faced difficulties in integrating a seamless Interactive Voice Response (IVR) system into their platform, which was crucial for their largely government healthcare customer base, many of whom still prefer voice calls over other communication methods.
Case Study
Driving Conversion and Sales with Twilio Flex and WhatsApp: A Case Study on Magazine Luiza
Magazine Luiza (Magalu), the largest Brazilian retail chain, faced a significant challenge in maintaining its customer service strategy of demonstrating 'human warmth' as it expanded its digital platform. The company had successfully grown its Marketplace to support 200,000 sellers, but the digital platform posed a challenge in maintaining the personal touch in customer service. The company identified four key points of contact with the customer: attraction, onboarding, relationship, and retention. However, the existing process of attracting new customers and onboarding them onto the platform was not effective. The company used Click to WhatsApp ads on social media to attract potential sellers, but the subsequent registration process lacked context about the platform and did not provide a channel for potential sellers to ask questions. Furthermore, the company found that 79% of the emails sent to potential sellers with instructions for completing the registration process were ignored, indicating that email was not the most effective means of communication.
Case Study
Revolutionizing Notarization: A Case Study on Notarize's Digital Transformation
Notarize, a mid-sized company based in North America, was founded with the aim of transforming the traditional, manual, and often inconvenient process of notarization. The company's founder, Pat Kinsel, initially envisioned a consumer-facing remote online notary application. However, he soon realized that notarization was often part of a larger business process or organizational workflow. This realization led to a pivot towards helping organizations digitize their notarization experiences. The challenge was not just to create a digital notary service but to change laws and regulations state-by-state to allow businesses to certify documents online. Notarize also had to understand the individual processes and compliance needs of each industry, as well as the myriad laws and regulations that govern notaries in each state.
Case Study
Scheduled Deliveries Redefined: Paack's IoT Solution for Ecommerce Courier Services
Paack, a Spain-based ecommerce delivery solution, has been experiencing rapid growth since its inception in 2015, managing over 27 million deliveries and achieving 3.5x growth year-over-year. However, this growth came with its own set of challenges. The company's commitment to customer-driven delivery times presented a complex logistical challenge of coordinating driver routes with predetermined delivery timelines. Furthermore, Paack realized the need for a unified communications platform designed for heightened customer engagement. The company also faced issues with proof of delivery (PoD), with up to 20% of its customer support cases related to PoD investigations and about 40% of low customer satisfaction scores directly tied to unreceived parcels or issues with third-party delivery.
Case Study
Prometric's Transformation: Delivering Remotely Proctored Assessments at Scale with Twilio
In early 2020, the COVID-19 pandemic forced many testing centers to halt in-person operations, leading to a dramatic shift from onsite testing to remotely proctored exams. This sudden change put a strain on virtual testing platforms, many of which were not built to handle the surge in demand. Prometric, an industry-leading testing and assessment provider, was faced with the challenge of quickly scaling their ProProctor remote assessment platform without compromising its security and reliability. Prior to this, Prometric was using a legacy on-premise AV infrastructure that lacked the reliable connectivity and scalable features needed for a global remote assessment solution. They also wanted to tailor ProProctor’s user interface to the needs of fully remote candidates, but building a new UI from scratch would have delayed the launch and created a larger backlog of exams.
Case Study
SmartRent's IoT Solution for Property Management: A Case Study
The demand for smart technology in rental properties is increasing, particularly among younger renters. Property managers are under pressure to provide smart apartments with digital amenities, but face several challenges. Managing properties is a daily headache, with every resident or building issue adding to expensive, manual operations. There is a constant churn of tenants with rising expectations of a smart home equipped with smart tech. However, most apartment communities do not have reliable internet connections across the property to provide the network availability needed for smart tech solutions. Additionally, property managers often lack the time to roll out smart tech solutions. They need a DIY frictionless solution that can quickly and easily scale across hundreds of units.
Case Study
SmartrMail Leverages Twilio’s Platforms for Advanced Email Marketing Strategies
SmartrMail, a company that provides tools for strategic email marketing campaigns, was initially developed in 2016 to boost sales of Bluethumb, an online art marketplace. The company found that existing email marketing tools were either too basic or lacked the necessary functionality and features, such as personalisation, to create compelling emails quickly. Today, SmartrMail is used by over nine thousand small-to-medium e-commerce businesses for automated customer outreach. However, with the increase in e-commerce sales due to the global pandemic, SmartrMail's email volumes have doubled since the beginning of 2021, from 50 million a month to 80 million today, with the expectation of hitting 100 million by the end of the year. This growth meant that SmartrMail needed more cost-efficient and robust email and SMS solutions to support customer expansions.
Case Study
Snagajob's Virtual Hiring Solution: A Pandemic Response
Snagajob, a digital job board, was facing a significant challenge during the COVID-19 pandemic. The platform, which connects businesses with a wide pool of applicants, was struggling to facilitate the hiring process under the constraints of the pandemic. The traditional mass hiring events were no longer feasible due to safety concerns. Moreover, the platform was dealing with an influx of candidates who weren't the right fit for the jobs, leading to wasted time for businesses in sorting, declining, and following up. The challenge was not only on the part of businesses but also on the part of applicants who were tired of application black holes. The team at Snagajob needed to find an innovative way to bridge the gap between qualified candidates and businesses looking to hire them, while ensuring the process was safe and efficient.
Case Study
Automating Vaccination Communication: St. Luke’s University Health Network's Shot-Line
St. Luke’s University Health Network, a hospital system with 12 locations across eastern Pennsylvania and western New Jersey, was overwhelmed by the volume of people seeking a COVID-19 vaccination. The communication bottleneck between those who wanted the vaccine and the number of vaccines available was a significant challenge. Initially, the hospital attempted to remedy this bottleneck with a simple online intake process that let patients fill out a questionnaire to determine their vaccine eligibility status. To support the registration process, they increased staffing levels for their existing call center to meet the rapidly increasing volume of calls from patients asking about the vaccine. However, they were still struggling to manage the volume of calls, with a callback list of about 5,000 people daily. This situation was not sustainable and posed a risk that elderly or immunocompromised individuals would not be able to sign up for a vaccine and further risk contracting COVID-19.
Case Study
Supermoney Leverages Twilio to Manage Rapid Customer Growth and Improve Service Efficiency
Supermoney, an online platform that simplifies the process of comparing and contracting utility and financial services, was facing a challenge due to rapid growth in its customer base. The company's existing telephony system was unable to keep up with the expanding customer base. Additionally, increased scrutiny and regulation from European regulatory authorities necessitated more control over customer data and the CRM infrastructure. Supermoney also recognized the need for an improved digital interface and a more efficient integration of the self-service and high-touch human component of its customer support experience. The company was also planning for international expansion, which required a scalable technology partner.
Case Study
University of Michigan Leverages Twilio for Distance Learning in Low-Income Schools
The onset of the COVID-19 pandemic in March 2020 led to the closure of schools across Michigan and the U.S., disrupting the normalcy of in-person learning for thousands of students, teachers, and families. The challenge was to transition from classroom-based learning to effective, individualized instruction at home. The University of Michigan’s Center for Digital Curricula was tasked with developing a solution that could support distance learning for over 4,000 students across urban and rural public schools in Michigan. These schools were primarily Title 1 schools in low socio-economic status areas, with many having almost 100% of their students participating in free and reduced lunch programs. The main issue was not the schools or teachers, but the lack of digital tools to support seamless learning, both in the classroom and at home.
Case Study
Revolutionizing Customer Support in Auto Sales: A Case Study on Walcu
The automobile sales industry in Spain has been slow to evolve, with dealerships often relying on traditional communication methods such as landline phones. This has resulted in a significant number of customer calls going unanswered, with as many as 30% of incoming calls being missed. The lack of modern communication channels such as SMS or Whatsapp has led to a situation where important customer queries can be overlooked if dealerships forget to return phone calls. This has left customers without the support and service level they need. Walcu, an automotive CRM, recognized this gap and knew it needed to build communication channels for its car dealership customers.
Case Study
Zoom2u Leverages Twilio for Enhanced Delivery Experience in Australia
The courier industry in Australia was plagued with inefficiency and lack of transparency, leading to customer dissatisfaction and operational inefficiencies. Steve Orenstein, Founder and CEO of Zoom2u, identified this gap in the market and sought to create a solution that would revolutionize the delivery experience. The challenge was to design a platform that could facilitate fast deliveries, provide real-time tracking, and connect local couriers directly with customers. The goal was to provide complete transparency to customers regarding their deliveries, removing the traditional courier head office from the equation. This required a robust and reliable communication system that could send alerts to customers and connect them directly with couriers.
Case Study
Revolutionizing Patient Communication in Healthcare: A Case Study on WELL Health
Despite advancements in healthcare technology, the industry often falls short in providing best-in-class communication and service to patients outside of the hospital. The healthcare industry thrives on customization over standardization, which is beneficial for patient care but detrimental to customer service. The industry is filled with custom applications for various healthcare scenarios, creating thousands of workflows to integrate and adapt communications for. This complexity makes it difficult to manage and streamline relationships. Hospitals, in particular, face the challenge of integrating hundreds of vendors and electronic health records, and thousands of workflows to handle patient preferences and communications. Building and solving for great customer service is time-consuming and often not a top priority for hospitals, whose main focus is on solving medical issues.
Case Study
Axis Streamlines Medication Management in Japan with Twilio’s Programmable SMS Platform
In Japan, managing patients’ medication records is a daunting task due to the country's population of over 126 million people. The challenge is to keep track of numerous medications for each patient with utmost precision. The situation was further complicated in September of the previous year when the Pharmaceutical Affairs and Medical Device Act enacted a revision requiring patient follow-ups after specific medications were dispensed. This increased the workload of pharmacists, necessitating an efficient communication solution. Previously, medication guidance was primarily given over the phone, requiring the pharmacist to keep a record of the conversation with the patient. However, many patients didn’t answer their phones, making it difficult to conduct necessary follow-up calls. The revision to the September Act presented an opportunity to re-examine communication tools that could help reduce the burden on pharmacists while ensuring patients received the necessary medication guidance.
Case Study
Bandsintown Enhances User Experience with Twilio SendGrid
Bandsintown, a concert discovery platform, primarily interacts with its users through email. The company needed a reliable and efficient way to send personalized, location and preference-based recommendations to its users. The challenge was to manage a massive email program that sends out more than a billion emails a year, especially with the rise of virtual concerts. The platform needed to aggregate livestream events and spread the word via email, allowing artists to announce their performances. The company also needed to send automated weekly digests, alerting fans when their favorite artists’ shows are happening near them. The challenge was to ensure these emails were delivered timely and efficiently without falling into spam traps or damaging the sender's reputation.
Case Study
Revolutionizing Hotel Experience: Blue Pin's IoT Solution for Faster Check-in and Check-out
Hotels strive to provide a memorable stay for their guests, but the check-in process can often be a tedious task. The traditional method of checking in, which involves interacting with front desk staff, can take up to ten minutes. This not only wastes the guests' time but also puts a strain on the hotel's staffing resources. Furthermore, communication between the hotel and guests was primarily through voice calls or emails, which proved to be ineffective. Hong Kong-based software and robotics company, Blue Pin, identified these challenges and aimed to streamline the check-in process and improve communication channels.
Case Study
Expanding Child Helpline International's Reach with Twilio Flex
Child Helpline International, a nonprofit consortium of 160 helplines across 140 countries, was facing a significant challenge. Despite receiving over 30 million calls annually, a staggering 30% of these calls went unanswered due to limited resources. The organization's technology was outdated and unable to effectively handle the volume of calls. Furthermore, the organization was unable to adopt new channels that children felt more comfortable using than voice, such as Facebook Messenger, WhatsApp, and SMS. The organization also lacked consistent data collection for advocacy purposes, which was crucial for understanding the challenges facing children and advocating for funding and policies to protect them. Lastly, the administrative tasks required of counselors were cumbersome and time-consuming, limiting the number of children they could reach.
Case Study
Twilio's Cloud-Based Automated Call-Answering Services Revolutionize Business Operations
Businesses of all sizes and types receive calls throughout the day, many of which involve answering the same types of questions repeatedly. This can be time-consuming and costly, diverting focus from day-to-day operations and customer service. The challenge was particularly pronounced for small and independently-run businesses like restaurants. The global pandemic exacerbated the situation as businesses had to shut down, necessitating an answering service that didn't require a human voice or employees to be present at the business location. Co-Graph, an IT venture company specializing in software development and data utilization services, sought to address this challenge with its Mayai automated call answering solution.
Case Study
Enhancing Contact Centre Efficiency with contactSPACE and Twilio's Cloud-based Solutions
contactSPACE, a cloud-based contact centre software solution provider, faced a significant challenge when they acquired a customer based in New York. Their homegrown voice stack/API was not equipped to support this customer without investing in expensive additional infrastructure. The company, which was born inside AWS (Amazon Web Services) and is based in Australia, needed to provide the same high-quality service to their American customers as they did to their Australian ones. The challenge was to find a solution that could be deployed quickly and efficiently, without compromising on quality or requiring significant investment in infrastructure.
Case Study
Dream11: Enhancing User Engagement and Trust through IoT
Dream11, a popular fantasy sports platform in India, faced the challenge of managing a rapidly growing user base, with over 5 million concurrent users often participating in multiple contests. The platform needed to send a large volume of notification emails, including transactional confirmations, match alerts, and promotional content. As the user base scaled, the company required an email provider that could handle the surge in email sends. Furthermore, Dream11 needed to ensure a positive user experience with email communication to build trust, especially since users were depositing and withdrawing money through the app. The company also wanted to target specific user cohorts with personalized emails to increase engagement rates.
Case Study
FinAccel Streamlines Credit Access and Enhances Customer Engagement with Twilio SendGrid
FinAccel, a financial services company, was facing challenges in providing easy and equitable access to credit for customers with limited histories. The company's goal was to enable customers to shop with approved retailers through a two-click purchase option and pay for purchases later with installments. However, the company's existing email marketing tool was not agile enough to accommodate the sending of several new campaigns to a rapidly growing contact list. The delivery speed per campaign was around eight hours, which was not feasible for their time-sensitive campaigns and promotions. The company needed an email marketing solution that would allow them to deliver important campaigns on time and keep up with their rapidly growing user base.
Case Study
Empowering Refugees with Information: International Rescue Committee's Innovative Use of IoT
The International Rescue Committee (IRC), one of the largest humanitarian organizations supporting refugees, was seeking to expand its technology programs to improve how they serve the refugee community directly. The organization aimed to build an information platform that connected refugees to resources immediately over chat, particularly in the Northern Triangle of Latin America. The challenges faced by IRC included offering channels that refugees use every day, reaching more people with limited staff, and integrating its helpline into existing systems. The organization also needed to ensure that the platform was user-friendly and felt like texting with a friend rather than navigating a website.
Case Study
Justcall’s Remote Call Centre: A Game Changer in Digital Transformation
The global pandemic has accelerated the need for digital transformation, with companies being forced to support a remote workforce for health and safety reasons. This shift towards remote work has created a demand for efficient and effective remote call center solutions. JustCall, a rapidly growing organization based in India, aims to meet this demand by helping businesses set up remote call centers from anywhere in the world without the need for extra hardware. However, they faced challenges in tracking their salespeople's phone calls and expanding their services internationally. They also needed to offer a local number feature that is cost-efficient for businesses to project a local presence within each country they operate in.
Case Study
Optimizing Small Business Communications: A Case Study on Keap and Twilio
Keap, a company that provides a user-friendly customer relationship management (CRM), sales, and marketing automation solution for entrepreneurs and small businesses, was facing a challenge in optimizing its communication services. Keap's core customer base, which includes small, service-oriented businesses or sole-proprietorships, like coaches and consultants, needed a personalized platform to manage their leads, convert them into clients, and then stay in touch with them. However, many small business owners preferred to communicate with customers via text message, a feature that was missing in Keap’s automation platform. This gap in communication was causing Keap to miss out on a large segment of the small-business communication journey, forcing their customers to use multiple tools to fill that gap.
Case Study
Lionbridge: Pioneering Inclusive Multilingual Customer Communication
Lionbridge, a global company, was facing challenges in providing high-quality multilingual customer and workforce experiences. The company's over-the-phone interpretation (OPI) services cater to a wide range of clients, including companies, government agencies, and healthcare providers, interacting with callers in over 350 languages. However, their existing communication platform was inflexible and time-consuming when it came to making changes. This lack of flexibility was hindering Lionbridge's ability to provide the level of customization their customers expected. The company needed a solution that would allow them to easily scale with the OPI market and changing landscape, while also delivering a better customer experience for both their customers and interpreters.
Case Study
LUMINARE's Transformation of COVID-19 Vaccination Process in Texas
Luminare, a healthcare company initially focused on sepsis detection, found itself in a unique position during the COVID-19 pandemic. The company had been using Twilio to power low volume, high-value SMS messaging to physicians and teams as part of their sepsis detection software. However, with the onset of the pandemic, Luminare saw the need to modify its platform to address COVID-19 syndromic surveillance and aid in mass vaccine administration. The challenge was particularly acute in Dallas County, Texas, where the launch of COVID-19 vaccinations in early 2021 led to overwhelmed healthcare systems. The scarcity of healthcare providers to handle appointment scheduling and administration, coupled with paper-based systems requiring a team of over 100 full-time volunteers for data entry and communications, resulted in hours-long waits and only about 2,000 shots administered per day.
Case Study
Digital Transformation of Humanitarian Aid: Norwegian Refugee Council's Global Contact Centers
The year 2020 brought unprecedented challenges for humanitarian organizations worldwide. The Norwegian Refugee Council (NRC), an independent humanitarian organization, was no exception. The NRC provides emergency and long-term assistance to millions of people annually in the Middle East, Central America, Asia, and Africa. However, the COVID-19 pandemic compounded the already tenuous situation for over 80 million people displaced due to violence and persecution. Global travel restrictions, shelter-in-place ordinances, and other safety measures such as social distancing prevented organizations from delivering aid in the traditional face-to-face format. These crises carried into 2021, necessitating a pivot to more digital services to continue providing healthcare, education, housing, legal assistance, counseling, food, and employment resources.
Case Study
Revolutionizing Patient Telehealth Experience: A Case Study on OhMD
The healthcare industry is often characterized by a lack of efficient communication between providers and patients. Patients desire more clarity, access, and human connection in their healthcare experience. However, they often encounter more paperwork, more technology to forget passwords on, more time spent on hold, and more frustration. New technology, instead of simplifying the process, often creates more work for the clinician and a greater disconnect with patients. Even as new 'patient-focused' healthcare technology and telemedicine software emerges, patients are rarely consulted, resulting in a telehealth experience that is underutilized and overhyped. The challenge was to create a platform that uses communication channels patients already understand, enabling providers to offer a more meaningful care experience.
Case Study
Rapidops' Digital Transformation with Twilio Technologies
Rapidops Inc., a fast-growing digital strategy, transformation, and innovation company, was on a mission to launch the industry’s first native built-in calling and texting capabilities inside their Salesmate CRM in less than 3 months. These features would enable their customers to purchase local phone numbers, call prospects and customers, record calls, send text campaigns, and much more without needing a separate product. The challenge was to find a cloud telephony provider that could offer high performance, reliability, reasonable cost, and expert engineering and implementation services. The selection process was critical as Rapidops was looking for a long-term relationship with their potential pick. The company's CTO was directly involved from day one in evaluating the best telephony service provider.
Case Study
Revolutionizing Real Estate: Realtor.com and Twilio's Innovative Collaboration
In the fast-paced, digital economy, many buying and selling interactions have been simplified to a few taps on a phone or clicks on a screen. However, the homebuying process remains complex, involving multiple stages and parties. Realtor.com, with over 20 years in the real estate business, recognized the need for a more streamlined, user-friendly approach to home buying. Initially, the company operated as a traditional lead-generating platform, connecting prospective homebuyers with suitable agents. However, they realized the need to empower both agents and buyers with more efficient communication tools. The challenge was to create a system that would allow agents to manage leads and nurture relationships effectively, while also providing consumers with a choice of communication channels that best suited their needs.
Case Study
Enhancing Workplace Safety with Talk5 and Twilio
The case study revolves around the challenge of ensuring safety in high-risk work environments, such as construction sites. The situation is exemplified by a scenario where a construction worker notices a problem with a bolt holding a beam in place, a failure of which could lead to fatal accidents. The challenge is further compounded by the fact that some workers may not fully understand or be able to accurately complete safety checklists due to literacy issues, dyslexia, or lack of training. This was a real-life problem encountered by George Bancs, the CEO and founder of Talk5, during a motorway remediation project in Sydney. Bancs used a 'take 5 safety checklist' to identify potential hazards before work began, but found that some workers were unable to complete the checklist accurately, thereby increasing the risk of workplace incidents.
Case Study
Yembo's AI and Twilio Video Transform the Moving Industry
Moving homes is a notoriously stressful process, with logistics planning, communication with movers, and setting up the new space being major challenges. Research indicates that one in five Americans find moving more stressful than planning a wedding, and one in 10 equate it to a week in jail. The traditional moving process is disliked by many, and with an average of 40 million Americans relocating each year, there is a high demand for innovative alternatives. The moving industry, being complicated and traditional, posed a significant challenge to Yembo's founders, Zach Rattner and Siddharth Mohan, who aimed to bring ease and transparency to the industry through cutting-edge technology. The main problem was the need for a trained expert to visually inspect the location and individual items to understand what the job entails. This visual information was traditionally collected via in-person visits that were difficult to schedule, and phone calls that required customers to spend up to two hours cataloguing the items in their home.
Case Study
Zenyum Enhances Customer Experience and Streamlines Operations with Twilio
Zenyum, a dental consumer brand with a growing e-commerce presence across Asia, faced challenges in managing customer data as it expanded across different channels. Initially, Zenyum was using multiple customer data platforms (CDPs), which resulted in customer profiles and interactions being scattered across various platforms. This made it difficult to manage customer data and provide an optimal customer experience. As the company grew, they realized the need to consolidate all customer data into one platform to understand the customer journey better, recognize customers, and recommend other products they might be interested in. Another challenge arose when Zenyum began to expand in different regions. In one market, Zenyum’s customer service team faced a phone number problem stemming from one of their original providers, which meant current and prospective customers received calls as anonymous and weren’t answering their phones.
Case Study
Bitso's Transformation: Becoming Latin America's Leading Cryptocurrency Exchange
Bitso, a leading fintech company in Mexico, was founded in 2014 to facilitate the exchange between physical and virtual money. It aimed to address the burgeoning volume of cryptocurrency transactions in a country where the unbanked population totals an estimated 42 million. However, Bitso faced significant challenges in its journey to become the largest digital cryptocurrency exchange platform in Latin America. The primary challenge was ensuring security, particularly in protecting users against fraudulent account-related charges and safeguarding user identities. Bitso needed to guarantee that high-value transactions, account-related changes, and account access were protected and only accessible by legitimate users. As the company expanded globally, it started experiencing an increase in support calls for global one-time passwords (OTP) that were not being delivered. Some users were receiving OTPs in non-native languages, or messages about issues unrelated to Bitso, resulting in a poor user experience.
Case Study
CallHippo's Global Expansion with Twilio's Cloud-Based Voice and Messaging Systems
The telecommunications industry is highly competitive and is expected to become even more so. To stand out, companies need to offer solutions that tackle familiar problems in streamlined and straightforward ways. CallHippo, a company that provides on-demand, cloud-based phone systems, aimed to create fast, easy-to-use solutions for any company to make inbound or outbound calls, monitor conversations for improved customer care, or track call center agents’ productivity. However, at the beginning of 2020, CallHippo’s team knew they needed to scale their service for a rapidly growing, international customer base. They also faced issues with call quality while using other providers.
Case Study
Callify.ai: Revolutionizing Cold Calling with IoT
The challenge faced by talent recruiters and other cold callers was that 80% of their call efforts were wasted on unanswered calls, rejections, or bad timing. This inefficiency was a significant drain on resources, with recruiters having to make twenty to thirty calls each day for each role, only to narrow it down to about five or ten prospects. The CEO of Callify, Chetan Indap, experienced this issue firsthand when he ran his own recruitment agency. He realized that automating calls could screen and filter out only the qualified candidates, saving recruiters both time and money.
Case Study
CPG Europe's Transition to Remote Customer Engagement with Twilio FLEX
CPG Europe, a leading provider of construction materials, faced a significant challenge in maintaining customer relationships during the COVID-19 pandemic. With a sprawling international operation serving architects, project managers, construction site workers, and other building specialists, the company needed to be reachable over multiple channels at any time. Prior to the pandemic, CPG Europe was juggling several different telephony providers, leading to complexities in managing contracts, costs, and technical issues. The situation was further complicated by the fact that they had multiple providers in a single country, making maintenance difficult. The onset of the pandemic and the transition to remote work exacerbated these challenges, as the company needed to ensure business continuity and customer service without any slowdowns.
Case Study
TaskRabbit's Global Expansion Leveraging Twilio's SMS Alerts
TaskRabbit, an online and mobile marketplace that matches freelance labor with local demand, was looking to expand its operations beyond the US, with London being its first international location. The challenge was to extend TaskRabbit's existing Twilio text and VoIP phone communication capabilities to its new location in London, England. The company had to ensure that the transition of its digital infrastructure overseas was smooth and that handling SMS and phone calls remained hassle-free. Furthermore, TaskRabbit had to adjust their communication style to cater to the subtle differences between London and its US cities. This ranged from making small language tweaks on the website to toning down the marketing language for a less enthusiastic and slightly more skeptical audience.
Case Study
Tree.com's Scalable Call Tracking Solution for High Growth Businesses
Tree.com, a marketplace that aids consumers in comparing financial products and real estate, was facing a significant challenge. As a rapidly growing business, they required a call tracking solution that was both scalable and cost-effective. The demand in such a fast-paced business environment can be unpredictable, and Tree.com needed a solution that could grow in real time with their business. They were also looking for a cost model that directly aligned with their usage, meaning they would only pay for the resources they actually used. The challenge was to find a solution that could meet these requirements and support the tens of thousands of numbers required by Tree.com's high growth businesses.
Case Study
Uber Enhances Ridesharing Experience with SMS & Voice
Uber, a global network of everyday and luxury cars, was facing a challenge in keeping its riders up-to-date on the status of their driver request. Despite having a text communication strategy in place, the quality of customer experience was not up to Uber's standards due to issues with its existing hosting providers. The fast delivery of notifications was critical as customer transactions happened in real time. A delay in text message delivery of more than a minute could leave a customer waiting for a ride they didn't know was cancelled or unaware that their ride had arrived. Uber needed a reliable solution to deliver the level of communication its service demanded.
Case Study
Better Voice Enhances Mobile Voicemail Solutions with Twilio
Better Voice, a provider of customizable voicemail and phone services, faced the challenge of integrating voicemail services with multiple platforms and making them accessible via mobile. The company's primary clientele, real estate agents, required an efficient and flexible voicemail system that could handle incoming calls with voice, SMS, and email messages. The information from these calls needed to be automatically extracted, integrated with existing CRM and other systems, and prioritized for response. The challenge was to build a customizable, complete voicemail system that could meet these needs.
Case Study
iCracked Enhances On-Demand iOS Device Repairs with Twilio
iCracked, a smart device repair and reselling network, faced a significant challenge in providing a high-quality and responsive customer service experience for its users. The company initially listed hundreds of its technicians' personal phone numbers on its website, which proved to be highly inefficient and frustrating for customers who had to cold call down the list to find an available technician. iCracked then turned to a virtual phone system offering, which lacked the APIs for building advanced automation capabilities. Without call tracking and recording, it was difficult to monitor customer interactions and virtually impossible to guarantee service. The communications platform in place also failed to scale with iCracked, resulting in poor call quality and dropped calls. iCracked needed a powerful and flexible communications platform that would enable the company to easily integrate advanced communications features into its business processes.
Case Study
Magna Mysteria: Revolutionizing Theatre with IoT
Magna Mysteria, a theatre production company, was faced with the challenge of incorporating reliable SMS into a fast-paced, innovative, and interactive theatrical performance. The company wanted to explore the impact of technology on society and create a truly immersive theatre experience. The traditional theatre environment often discourages the use of mobile phones, but Magna Mysteria wanted to break this norm and integrate mobile usage into their performances. The company aimed to make the audience participants in the show through augmented reality and other pervasive technologies. However, they needed a solution that could seamlessly weave in the audience's personal details into the plot and direct them around venues using SMS and voice calls.
Case Study
MongoDB Enhances User Data Privacy with Twilio Integration
MongoDB, a leading NoSQL database provider, was faced with the challenge of integrating two-factor authentication into its Java-based web application. The company wanted to extend its database monitoring service to include backup and restore capabilities, which required a secure, two-factor authentication solution to authorize the handling of user data. The company needed a solution that was easy to implement, easy to integrate, and reliable for their Java-based application. The challenge was to ensure that only authorized users would be allowed to perform operations that could result in loss or exposure of mission-critical data.
Case Study
PayByPhone's Innovative Use of IoT to Prevent Parking Tickets
PayByPhone, a leading provider of mobile payments to the parking industry, was faced with the challenge of providing timely account notifications to customers about when their parking meters were about to expire. The company initially used an IVR-based payment method to handle account set-up, transactions, and confirmation of meter location and time needed. SMS reminders also started out this way. Five minutes before the parking expired, a user would get a text message, after which they could call back in via the PayByPhone system to extend their time. However, this approach required integration with multiple SMS suppliers using SMPP protocol and direct management of these relationships. This was a complex, time-consuming, and expensive endeavor. SMS is an incredibly effective delivery mechanism, but PayByPhone needed a more cost-effective, efficient solution.
Case Study
Parkinson's Voice Initiative: Detecting Parkinson's Disease Through Voice Analysis
Parkinson's disease is a degenerative disorder of the central nervous system affecting around six million people today, with projections indicating a rise to almost 10 million by 2030. The Parkinson's Voice Initiative, a team of mathematicians and clinicians, aimed to develop a low-cost test to identify patients with Parkinson's symptoms using voice recordings. The challenge was to accurately record phone calls from around the world, analyze the voice fluctuations, tremors, and other symptoms, and compare them against sample sets of both Parkinson's sufferers and healthy individuals. The team needed a robust solution that could handle large volumes of call data and ensure a high level of accuracy.
Case Study
Remind: Bridging the Communication Gap in Education with IoT
Remind, a web and mobile application, was faced with the challenge of facilitating clearer and more consistent communication between teachers, students, and parents. The founders, David and Brett Kopf, had a vision to create a simple way for educators to connect with their students and parents using technology and facilities available to the widest audience. The challenge was to keep students and parents updated about assignments, due dates, and quizzes. The founders realized that students can sometimes be unreliable when it comes to educational discipline and parents often feel in the dark when students fail to deliver notes from teachers and big assignments come as a surprise to them.
Case Study
Interactive Theatre Meets Urban Digital Gaming: Root Experience's Twilio-Powered Innovation
Root Experience, a UK-based theatre company, was faced with the challenge of creating a dynamic and interactive theatre experience that could break the 'fourth wall' between the cast and their audiences. The company wanted to leverage the recent surge in popularity of interactive theatre and explore new mediums to enhance audience engagement. Their latest production, The Rise And Fall Of Geo Goynes, was an urban treasure conspiracy story dealing with themes around surveillance, privacy, espionage, and deception. The challenge was to automatically send custom voice calls to audience members, making them active participants in the show. The company needed a solution that could seamlessly integrate with the performance and provide a unique, immersive experience for the audience.
Case Study
Smarterkey: Revolutionizing Property Access with IoT and SMS Verification
The challenge was to find a simple, secure, and efficient way for guests to access rental properties via their phone. The traditional method of physical keys posed several problems. For instance, the risk of losing keys, the inconvenience of getting another key cut or calling out a locksmith, and the security implications of lost keys. Furthermore, the property owners had to be present to hand over the keys to the guests, which was not always feasible, especially for short-term rentals. The need was for a solution that would eliminate the need for physical keys and allow guests to access the properties without the owner's presence.
Case Study
SpareFoot Leverages Twilio to Enhance Self-Storage Facility Search Experience
SpareFoot, a listings marketplace for self-storage units, faced the challenge of making it easier for people to find and connect with relevant self-storage facilities in their area. The self-storage industry was traditionally low-tech, with facilities relying on offline advertising methods such as Yellow Pages, billboards, and word-of-mouth to attract customers. On the other hand, customers were increasingly turning to online search engines and social networks to find storage solutions. This left storage facility owners competing with big-budget marketing firms to secure customers online. In 2009, some of the more forward-thinking storage facilities recognized the need for a better way to do business and turned to SpareFoot for help.
Case Study
storEDGE Revolutionizes Lead Generation in Self-Storage Industry with Twilio-Powered Call Tracking
The self-storage industry was grappling with outdated lead generation methods, such as Yellow Pages listings, which were not only expensive but also difficult to measure in terms of effectiveness. The industry heavily relied on phone calls, accounting for 90% of their leads, but a majority of these did not convert into reservations. Without concrete data to manage the lifecycle of leads, self-storage companies were left to make educated guesses to maximize their marketing ROI. This was particularly challenging for independent operators who needed a data-driven approach to track leads from the initial phone call to the final move-in.
Case Study
Strategic Growth Boosts Prospect Success Through Salesforce and Twilio Integration
Strategic Growth, a Salesforce consulting service, was faced with the challenge of integrating their customers' Salesforce.com instances with voice services. One of their customers, a social media marketing company, was particularly dissatisfied with their existing voice provider due to its high cost of over $30,000 per year and lack of flexibility to integrate with their prospecting process. The customer was also paying for services they were unlikely to use. The customer needed a solution that would allow them to make thousands of calls each day to and from more than 500 area codes, and automatically route return calls from prospective clients to the salesperson who had contacted them. This was crucial as calls from local phone numbers were 50% more likely to be answered, and the personal touch of having the same salesperson handle the return call was important for their marketing strategy.
Case Study
Talkdesk's Global Expansion Enabled by Twilio
Talkdesk, a company co-founded by Tiago Paiva and Cristina Fonseca, was faced with the challenge of developing a complete call center cloud solution. The existing call center solutions in Portugal, where Paiva had personal experience, were expensive and time-consuming to manage. The idea of a cloud-based alternative evolved in his mind, and the opportunity to participate in a Twilio contest gave him a means to make it a reality. The objectives for their service were straightforward: use web browsers as the only user interface, make it simple to set up a call center, make it easy to send and receive calls, support the product in the cloud, and make it affordable. Despite being predisposed to Twilio through the contest and Twilio Fund, the Talkdesk team researched other alternative services.
Case Study
Avvo's Use of IoT to Connect Lawyers and Clients
Avvo, an online marketplace that connects people who need legal services with qualified lawyers, faced a significant challenge. The company needed to quantify the Return on Investment (ROI) benefit lawyers receive from listing their services on Avvo's marketplace. The challenge was to justify the cost of a premium listing. Avvo needed a way to show attorneys quantitative data about how many calls their website listings were generating. While listing an attorney's pre-existing telephone numbers gave consumers a way to reach the lawyers, Avvo had no way to track the calls passed through those numbers. Without a trackable number, Avvo had no way to measure the leads they send to their clients, and they could only provide a best guess to their impact on their business.
Case Study
Balihoo's Local Marketing Automation Using Twilio
Balihoo, a cloud-based marketing platform, was faced with the challenge of helping companies measure marketing ROI in global campaigns more effectively. The failure to connect with local markets was costing American businesses as much as $50 billion a year. National brands were struggling to make an impact with local advertising, with only 7% of nearly 300 brand marketing executives stating they offered effective campaigns to activate local consumers. Balihoo's mission was to make brand advertising more effective by automating local marketing campaigns. A key part of this was to offer brands local phone numbers in any geography, along with the ability to do call tracking, which would make it possible to determine if calls to those numbers turned into sales.
Case Study
CallTrackingMetrics: Enhancing Marketing Campaign ROI with IoT
CallTrackingMetrics, a company that helps businesses and advertising agencies track the sources most likely to convert, faced a significant challenge. They needed to determine the effectiveness of marketing campaigns, lead conversions, and ROI in real-time. The quality of service was a critical factor in their business, as phone sales remained highly relevant despite the increased focus on digital sales. However, setting up reliable call tracking was a complex and expensive task. Most existing solutions were part of larger marketing packages that not all clients needed. Furthermore, the company faced quality issues with their initial platform, including grainy phone conversations and unexplained outages. These issues were detrimental to their clients, as dropped or incomprehensible calls forced them to resort to other communication channels with significantly lower conversion rates.
Case Study
Optimizing Lead Qualification with WebRTC: A Datalot Case Study
Datalot, a company that develops pay-per-call advertising solutions, was facing a significant challenge in improving response times for internet leads to increase sales. The online lead generation industry was plagued with costly inefficiencies, making it difficult to convert someone who clicked on an online ad into a paying customer. The average time it took companies to respond to online leads was 42 hours, and 23% of companies never responded at all. The existing web-to-call infrastructure was a patchwork of separate processes and technologies that did not communicate with each other, leading to a loss of valuable information about the lead and a delay in response times. This resulted in sales reps being overwhelmed with too many leads or having too few to work with.
Case Study
eHarmony Enhances User Privacy with Twilio Integration
eHarmony, an online dating site, was faced with the challenge of enabling its users to connect over the phone while keeping their personal phone numbers anonymous. The company had previously introduced a private calling solution, but it was found to be difficult to use by subscribers. Users had to initiate phone calls to their matches using their computers, a process that was deemed cumbersome. eHarmony was therefore tasked with finding a calling solution that would provide a better customer experience, while maintaining the privacy and security of its users.
Case Study
Enhancing Live Event Experiences with Twilio's SMS API: A Case Study on Experience
Experience, a technology platform that personalizes live event experiences for attendees, faced a significant challenge. The company wanted to allow customers to make purchases via text message, but integrating this feature without overburdening their development team was a daunting task. Experience's mobile application offered sports teams, venues, and live event promoters the ability to enhance a fan's experience by offering unique rewards. However, these offers could only be delivered through a mobile website, and fans who wanted to upgrade their seats had to navigate through the team's website on their mobile browsers, find the seat upgrades they wanted, and pay for them. Experience knew that text messaging would greatly enhance this offering, but they also needed a short code for high-volume text-messaging applications, a process they knew to be burdensome.
Case Study
GameChanger Media's Real-Time Sports Updates Powered by Twilio
GameChanger Media, a company that creates software to keep amateur sports fans updated about their favorite teams, was in need of a reliable and scalable communications platform. The platform needed to deliver personalized real-time news updates about amateur sporting events to subscribers anywhere in the world. The challenge was to find a solution that could handle the escalating number of SMS alerts, and provide a seamless experience for the users. The company had tried several SMS providers but none met their requirements for competitive pricing, powerful API, and high reliability.
Case Study
PagerDuty's Scalable IT Alert Notification System Powered by Twilio
PagerDuty, an incident management platform for IT operations and devops teams, was faced with the challenge of making IT alerts reliable and simple to use. Traditional alerting systems were either complex, capital-intensive enterprise projects or unreliable, jury-rigged hacks that were as likely to fail themselves as the systems they monitored. The founders of PagerDuty, Alex Solomon, Andrew Miklas, and Baskar Puvanasathan, aimed to create an alerting system that was not only highly reliable but also simple and accessible. They envisioned a cloud-based service that could aggregate incidents from multiple IT monitoring systems.
Case Study
Philadelphia Police Department's Use of Twilio SMS for Anonymous Crime Tips
The Philadelphia Police Department, one of the oldest and most forward-thinking municipal agencies in the nation, was faced with the challenge of enabling more citizens to anonymously report minor crimes and nuisance behavior using SMS messages. The goal was to free up dispatchers to focus on emergencies. The department recognized that for many people, text messages are the preferred method of communication. They wanted to make it possible for people to send anonymous tips from their cell phones to help solve crimes. However, bridging the phone and internet was a difficult task. The department also needed a solution that would allow them to respond securely to the sender in case of an emergency, while maintaining the anonymity of the caller.
Case Study
PhoneUnite Leverages Twilio SIP for Scalable Hosted PBX Solution
PhoneUnite, a company offering hosted PBX services to small and medium-sized businesses, faced a significant challenge in finding a scalable, pay-as-you-go communications provider to support their growing business. The co-founders, Henry Weber and Bryan Heitman, initially planned to route calls to their customers' mobile phones, aligning with the BYOD (bring your own device) trend. However, they discovered that their customers also desired traditional business phones, alongside lower communication costs. The challenge was to satisfy these customer needs while also future-proofing their communications infrastructure.
Case Study
QuoteWizard's Rapid Transition to Twilio Voice: A Case of Enhanced Efficiency and Cost Savings
QuoteWizard, a company that connects consumers with insurance agents, faced a significant challenge when their telephony provider experienced an outage that lasted for days. This outage caused their Interactive Voice Response (IVR) and lead generation infrastructure to go offline, severely impacting their operations. The reliability of their phone infrastructure was crucial for their revenue stream, as they get paid for every successful connection between a buyer and an agent. The outage not only disrupted their services but also left the team in a state of uncertainty and stress. The situation was further exacerbated when, even after 24 hours, the outage was not resolved, leaving QuoteWizard's telephony services still down.
Case Study
Handy Boosts Customer Engagement by 50% with Twilio-Powered Lead Management
Handy, a platform that connects individuals with pre-screened independent service professionals for household services, faced a significant challenge in efficiently connecting home and apartment dwellers with verified home service professionals. The traditional process of finding a housecleaner or handyman was often tedious and time-consuming, involving getting a list of providers from friends or online services, making phone calls, conducting reference checks, and finally scheduling an appointment. The process was not only inconvenient for customers but also for the professionals who had to advertise and market their services.
Case Study
Landmax.Pro's Growth Through Twilio Integration: A Case Study
Landmax.pro, a cloud software provider for property management, faced the challenge of integrating information from multiple channels such as paper, email, SMS, and phone calls into a single platform for customers to use. The real estate industry, being increasingly mobile, required businesses to embrace technology to stay competitive. However, many real estate agents relied on outdated, cumbersome, and costly communication technology, putting them at a significant disadvantage. Even agencies with multiple business lines couldn't track calls or link them to contacts. The landmax.pro team aimed to create a system that would work for businesses of all sizes and budgets, integrating all paperwork, emails, SMS, and calls affordably and handling that data intelligently.
Case Study
Homeyou's Growth and Conversion Rate Boost with Twilio
Homeyou, a marketplace for home remodeling services, was launched in 2014 with a small team of six employees and a few contractors. The primary challenge was to acquire high-quality, sales-ready leads for home improvement professionals in local markets. As the lead-generation business gained momentum, the founders found themselves overwhelmed with incoming calls. They needed a solution that could handle the increasing volume of calls and ensure a superior customer experience. The challenge was to connect quality contractors with homeowners seeking services in a quick, efficient, and secure manner.
Case Study
Airbnb Streamlines Rental Experience for Global Travelers Through Automated SMS
Airbnb, a global community marketplace for booking accommodations, faced a challenge in facilitating secure, automated mobile communication between rental hosts and potential guests. The platform allows hosts to post listings of available rooms or properties, which guests can then filter and search according to their needs. However, once guests found a suitable place and communicated with the host to finalize the reservation details, the hosts had a 32-hour window to accept or decline the booking request. Often, hosts were not near their computers and couldn't respond promptly, even if they wished to confirm the booking. This delay in response time was affecting the user experience negatively, as potential guests had to wait longer to hear back on a reservation.
Case Study
Arkansas Children's Hospital Enhances Patient Care with IoT: A Case Study
Arkansas Children's Hospital, one of the largest pediatric medical centers in the US, was facing a significant challenge in confirming patient appointments. The hospital was dealing with a high no-show rate, which was not only costing the hospital a substantial amount of time and money but also negatively impacting the care and recovery of the children. The hospital's legacy phone system, which was used to send out hundreds of thousands of appointment confirmation calls, was unable to handle the load and would frequently break down. This resulted in only a small percentage of patients receiving call reminders, leading to more missed appointments and further stress on the system. The hospital's search for a new solution was met with high price quotes from vendors and long waiting periods. The hospital also considered building an in-house notification system, but this would have left them with too much responsibility over the call center and taken valuable time away from other operations.
Case Study
Balboa Digital Enhances Call Center Solutions with Twilio
Balboa Digital, a provider of high-quality contact center solutions, was facing a significant challenge with its existing telephony provider. The VoIP office phone system was inflexible and incompatible with third-party systems, preventing integration with Balboa's agent management system. This led to inefficiencies such as idle times between calls and difficulties in transferring calls. The system also lacked necessary recording and reporting capabilities, hindering Balboa's ability to monitor and coach its agents effectively. Furthermore, the reliability of the service was a major concern, with Balboa having to resort to a secondary provider for emergencies. Traditional telecom providers were found to be too expensive for customization and did not provide all the necessary services. On the other hand, open-source solutions lacked sophisticated customer support and a global telephony footprint. Balboa needed a solution that offered flexibility, comprehensive services, customizable solutions, and excellent customer service at a competitive cost.
Case Study
Enhancing Cloud Security: Box's Two-Factor Authentication Solution
Box, a fast-growing technology company, is a digital content management and collaboration platform trusted by businesses of all sizes, including 52% of Fortune 500 companies. The company is entrusted with the secure storage of critical information and data in the cloud. However, with a diverse range of people needing access to these files - including customers, partners, vendors, contractors, and employees - Box faced the challenge of ensuring the security of its customers' data as it moved between Box and various other systems. The company needed a reliable and scalable solution to keep these accounts secure, especially as customers increasingly wanted to access their information from a variety of devices.
Case Study
Coca-Cola Enterprises Enhances Field Service Efficiency with Twilio SMS and Salesforce Integration
Coca-Cola Enterprises (CCE), one of the world's largest independent Coca-Cola bottlers, faced a significant challenge in coordinating repairs for over 600,000 coolers and vending machines across eight countries in Europe. The company's primary concern was to provide top-notch service to its customers, which included restaurants, cafes, supermarkets, and newsstands. However, the existing field service management application had limitations. When high-volume customers required immediate assistance, field service agents often struggled to quickly contact technicians in the field. The system lacked efficiency, and the team identified a need for a more streamlined process that would allow agents to communicate with technicians more effectively.
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