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Retail Case Studies and Customer Success Stories with Segment Customer Data Infrastructure
The RealReal
- Retail
- Large
San Francisco, USA
The RealReal used Twilio Segment and Amplitude to unify customer data and personalize every step of the buyer and consignor journey. They faced challenges... with fragmented data and slow analytics, making it hard to deliver tailored experiences. With real-time insights, they improved onboarding, targeted nudges, and feature enhancements like Obsessions and Reconsign. These changes led to higher engagement, increased GMV, and faster decision-making. The RealReal now delivers consistent, cross-channel personalization and plans to deepen AI-driven experiences.
Vivino used Twilio SendGrid Email API and expert services to solve email deliverability issues. Email drives 80% of Vivino's revenue.... With Twilio SendGrid, Vivino saw a 21% increase in open rates. The team relied on Twilio's email experts to optimize their program. This let Vivino focus on wine sourcing and merchandising instead of email problems.
LUISAVIAROMA used Twilio Segment to unify their customer data. This helped them improve their return on ad spend (ROAS) on... Meta. The company also saw gains in process efficiency. Data unification made their marketing more effective. The solution led to better results with less effort.
Twilio helped Camping World build stronger relationships with RV customers. The company used Twilio to connect with buyers across channels.... This led to a 35% increase in sales. Camping World improved customer engagement and loyalty. The solution made it easier to reach and support RV shoppers.
Twilio SendGrid helps Missouri Star Quilt Company grow ecommerce revenue with email. The company uses email to connect with customers... and drive sales. Twilio's platform supports reliable email delivery at scale. This helps Missouri Star Quilt Company reach more shoppers and boost online sales. The solution improves customer engagement and supports business growth.
Instacart uses Twilio to power its on-demand grocery service. The company connects customers with grocery stores for fast delivery. Twilio... helps Instacart send messages and updates to users. This keeps customers informed and happy. Instacart serves thousands of people with this solution.
Shopify uses Twilio SendGrid’s Email API to help over 1. 7 million merchants send alerts and marketing emails. The platform...delivers a 99.5% average delivery rate and a 91.3% inbox placement rate. Shopify’s team leverages SendGrid’s deliverability experts to manage DKIM, DMARC, and SPF, improving email reliability. Merchants benefit from streamlined onboarding, IP pool management, and real-time email stats. This partnership helps Shopify merchants build strong customer relationships through reliable email communication.
Financial Services Case Studies and Customer Success Stories with Segment Customer Data Infrastructure
Stripe
- Financial Services
- Large
San Francisco, USA
Stripe uses Twilio Verify to handle nearly 70% of its user authentication processes. The company needed a secure, reliable way... to verify users without adding friction. With Twilio, Stripe improved login success rates in the US by 6 points and increased authentication rates in India from 70% to 86%. Twilio's high deliverability rates reduced Stripe's support costs. Stripe relies on Twilio to keep millions of users safe and to scale its global payments platform.
Jack Henry uses Twilio to create personalized financial experiences. The company leverages Twilio's customer engagement platform to connect with users... across channels. This helps Jack Henry deliver better service and improve customer satisfaction. Twilio's flexible platform supports data, AI, and communication tools for financial services.
Twilio's Authy SDK helped Wise boost security for its global money transfer platform. Over 90% of Wise customers adopted push... authentication for two-factor security. Wise reduced customer service contacts by moving away from SMS authentication. The new system saves about six days of engineering and operational work per credential stuffing attack. Customers now enjoy more transparency and convenience when logging in. Wise plans to expand push authentication to more actions for even stronger protection.
Twilio Flex helped Better Mortgage improve its customer journey. The company used Twilio Flex to enhance customer service and sales.... The solution allowed Better Mortgage to deliver more personalized support. The case highlights how Twilio Flex supports digital engagement for financial services.
Age UK and Zing
- Non Profit Organization Management
Twilio helped Age UK and Zing build safe, scalable, and cost-effective services for volunteers and the elderly. The solution focused... on secure communications and efficient volunteer management. Twilio's platform enabled better engagement and support for elderly users. The partnership improved service delivery and operational efficiency for the non-profit sector.
International Rescue Committee
- Non Profit Organization Management
Twilio helps the International Rescue Committee give people fast access to life-saving resources. The organization uses Twilio's customer engagement platform... to connect with those in need. This solution lets them share important information quickly. It empowers people by making support easy to reach. The IRC improves communication and response with Twilio's tools.
Norwegian Refugee Council
- Non Profit Organization Management
Twilio Flex helped the Norwegian Refugee Council build over 10 contact centers in 12 months. The centers support refugees around... the world. The solution enabled fast setup and global reach. The organization improved its ability to help people in need. Twilio Flex made it easier to manage support for refugees.
United Way
- Non Profit Organization Management
- Medium
USA
United Way used Twilio Flex to modernize their 211 social services helpline. During COVID-19, call volumes surged up to 75,000... daily, overwhelming decentralized systems. United Way built a centralized contact center in just three days using Twilio Flex and Autopilot. The new system enabled 100% 211 coverage in Ohio and improved routing with AI-powered IVR. United Way can now answer more calls and help more people in need.
Twilio SendGrid helps Ana, the largest aviation infrastructure company in Japan, manage communications. Ana uses Twilio's email API to support... critical messaging needs. The solution ensures reliable delivery for important notifications. This supports Ana's large-scale operations in the transportation sector.
Uber
- Transportation/Trucking/Railroad
- Very Large
San Francisco, USA
Uber used Twilio Messaging to send real-time ride status updates to riders and drivers. Before Twilio, Uber faced delays in... text message delivery, hurting the customer experience. With Twilio, notifications arrive instantly, keeping users informed about driver status and ride changes. Uber scaled this reliable communication to 400+ cities in 58 countries. The partnership helped Uber deliver over 1 billion rides with dependable SMS and voice alerts.
inDrive used Twilio Verify to improve user authentication in its ride-hailing app. The company wanted to make sign-in and sign-up... safer for users. Twilio Verify provided a secure and easy way to check user identities. This helped inDrive protect against fraud and keep user accounts safe. The solution made the app more reliable for riders and drivers.
Lyft uses Twilio Flex to improve trust and service for riders and drivers. The platform helps Lyft manage customer interactions.... This leads to better experiences for both riders and drivers. Twilio Flex supports Lyft in building strong relationships and delivering reliable support. The solution helps Lyft scale its customer service operations.
Hospital & Health Care Case Studies and Customer Success Stories with Segment Customer Data Infrastructure
St. Luke’s University Health Network
- Hospital & Health Care
- Large
Bethlehem, USA
St. Luke’s University Health Network used Twilio to automate vaccine appointment scheduling during COVID-19. They launched the Shot-Line system in... just two weeks. The solution let patients self-schedule by phone or text, reaching 60,000 people daily. Callback times dropped by 99.8%. Over 320,000 vaccines were administered in six months. The system improved access for elderly and non-digital patients.
Visionworks used Twilio Messaging and SendGrid Email API to reach over 20 million customers with appointment reminders and order updates. SMS reminders led... to patients being three times more likely to book exams compared to email alone. Two-way SMS improved confirmations, cancellations, and feedback, reducing no-shows and doubling rebooking rates after cancellations. Twilio’s tools helped Visionworks manage high message volumes and customer preferences, ensuring timely, personalized communication. This strategy increased engagement and built long-term patient loyalty.
Twilio helps EnlivenHealth power personalized patient engagement at scale. EnlivenHealth uses Twilio's customer engagement platform to connect with patients. The... solution combines data, AI, and communication channels. This helps EnlivenHealth reach more patients and improve engagement. The platform supports messaging, voice, and email for better patient experiences.
Luma Health uses Twilio to help healthcare providers improve patient care. The platform supports messaging and communication between patients and... providers. This makes it easier for patients to get the care they need. Luma Health empowers providers to deliver better health outcomes. The solution focuses on patient engagement and communication.
Internet Case Studies and Customer Success Stories with Segment Customer Data Infrastructure
Indeed
- Internet
Indeed uses Twilio to power its all-in-one platform for virtual interviews. The solution helps streamline the hiring process. Twilio's customer... engagement platform combines data, AI, and communication channels. This makes it easier for employers and job seekers to connect. The platform supports messaging, video, and more for a seamless interview experience.
Yelp used Twilio's two-way SMS to improve restaurant reservations. Diners can now text restaurants to book, change, or cancel reservations.... Restaurants update customers on wait times and availability using SMS. Yelp saw a 2X increase in weekly SMS traffic after adding Twilio. The system helps restaurants fill tables and keeps diners informed in real time. Yelp and its customers benefit from fast, reliable messaging.
Hospitality Case Studies and Customer Success Stories with Segment Customer Data Infrastructure
Resy
- Hospitality
- Medium
New York, USA
Resy used Twilio Messaging to automate guest reservations and confirmations for restaurants. With Twilio, Resy sends over 21 million messages... monthly, helping restaurants reduce no-show rates to below 3%. Restaurants can customize guest communications and manage waitlists in real time. Twilio's APIs also enable secure account verification and fast, reliable messaging. Resy’s partnership with Twilio supports a seamless booking experience for over 35 million users.
Banking Case Studies and Customer Success Stories with Segment Customer Data Infrastructure
Nubank
- Banking
Nubank uses Twilio to lead the digital-first era of banking. They wanted to improve customer engagement and support. Twilio helped... Nubank connect with customers on digital channels. This made banking easier and more secure for users. Nubank now delivers better service and faster support with Twilio.
Automotive Case Studies and Customer Success Stories with Segment Customer Data Infrastructure
Toyota Connected North America (TCNA)
- Automotive
- Medium
Plano, USA
Twilio Flex helped Toyota Connected North America cut after-call work by 13% and reduce average handle time by 18%. TCNA needed a... flexible contact center to support over 6 million drivers with emergency and convenience features. Twilio Flex enabled fast changes, direct data access, and seamless Salesforce integration. Agents now deliver faster, more consistent support. The platform lets TCNA quickly roll out new features and improve customer experiences.
Restaurants Case Studies and Customer Success Stories with Segment Customer Data Infrastructure
Panera Bread
- Restaurants
Twilio SMS messaging helped Panera Bread offer more contactless service options. Guests could choose how they wanted to interact and... order. The solution increased guest choice and improved the customer experience. Panera Bread used Twilio to extend contactless service and make dining safer and easier.
Education Case Studies and Customer Success Stories with Segment Customer Data Infrastructure
Universidad Uk
- Education
- Small
Mexico City, Mexico
Twilio Flex helped Universidad Uk automate 70% of student queries with virtual agents, up from 30% in three months. The university saw... a 25% increase in new student conversion rates and cut operating costs by 45%. Twilio enabled 24/7 omnichannel support using WhatsApp, SMS, and email. Unified Profiles and AI tools reduced service time by 30% and doubled enrollments per agent. Universidad Uk improved student engagement and agent productivity with real-time data and chatbot integrations.
Real Estate Case Studies and Customer Success Stories with Segment Customer Data Infrastructure
Vacasa
- Real Estate
- Large
Portland, USA
Vacasa used Twilio Segment to unify customer data and personalize marketing campaigns. They implemented SMS and email to deliver timely... check-in codes and promotional messages. With SendGrid, Vacasa built targeted email programs and improved campaign performance. Personalized campaigns led to 3-10x more guest bookings and over 21% open rates on emails. Segment enabled smarter decisions and higher engagement across channels.
Persona uses Twilio Verify and Lookup to improve user verification. The solution helps them check user identities and prevent fraud.... Data is collected based on search terms. This makes the verification process safer and more reliable. Persona benefits from better security and trust for their users.
Dream11 uses Twilio to connect sports fans with their favorite teams. The solution helps Dream11 engage users through messaging and... communication APIs. This improves fan interaction and supports real-time updates. Twilio's platform enables Dream11 to scale communication as their user base grows. The partnership enhances the fan experience with reliable, flexible tools.
Twilio Implementation Services helped Lightspeed get started quickly. The case highlights the onboarding process. Lightspeed used Twilio to set up... their customer engagement platform. The story focuses on the importance of a smooth implementation. No specific metrics or numbers are mentioned.
Twilio Segment helped Nexo improve marketing operations. Nexo worked with VertoDigital and Twilio Segment to collect and manage customer data.... This made it easier for Nexo to run marketing campaigns. The solution helped Nexo keep customer data in one place. Nexo can now engage customers better across channels.
Twilio FLEX helped CPG Europe improve remote customer engagement. The company used Twilio FLEX to build a stronger foundation for... connecting with customers. This solution made it easier for their team to work remotely. CPG Europe can now support customers better from anywhere. The case shows how Twilio FLEX supports digital customer service and sales.
Intuit uses Twilio Verify to enhance global SMS verification. They achieved 94% deliverability in over 200 countries within 3 months.... Over 1 million SMS messages are sent daily. Intuit's strategy focuses on AI-driven solutions and expanding international markets.
Cleveland Clinic uses Twilio to improve patient communication. They send 1.8 million messages monthly with a 97% delivery rate. Twilio's... products help them manage SMS and voice messaging. This system is cost-effective and easy to use. It supports patient care and communication.
Twilio Lands Biggest Enterprise Deal Ever, Voice AI Up 60%
Twilio secured its largest enterprise deal ever, a nine-figure renewal with a leading marketing automation platform, highlighting its shift from a CPaaS vendor to a foundational infrastructure provider. The company reported... a 60% YoY growth in Voice AI revenue and emphasized multi-product adoption. Twilio's full-year revenue reached $5.1 billion, marking its first year of GAAP profitability.
Intuit continues powering prosperity around the world with the help of Twilio Verify
Intuit expanded its global SMS verification capabilities by implementing Twilio Verify in over 200 countries within three months. This partnership enhanced... Intuit's ability to provide secure and efficient authentication, achieving a 94% deliverability rate. Twilio Verify offered speed, compliance, scalability, and operational efficiency, supporting Intuit's mission to deliver financial prosperity worldwide.
Toyota Connected wins the race toward innovation with Twilio Flex
Toyota Connected North America (TCNA) has successfully implemented Twilio Flex to enhance its Drivelink telematics platform, improving customer and agent experiences. The integration has... led to a 13% reduction in after-call work and an 18% decrease in average monthly handle time. Twilio Flex's flexibility allows TCNA to innovate quickly, providing seamless customer service and future-proofing their technology.
Televox Expands RCS Messaging with Twilio to Enhance Customer Engagement in ...
Televox, part of WestCX, has expanded its use of Twilio's Rich Communication Services (RCS) to enhance customer engagement in regulated industries. This deployment allows... organizations to deliver secure, branded, and interactive messages, improving conversion and response rates. Twilio's global messaging infrastructure supports these efforts, ensuring reliable delivery and compliance in sectors like healthcare.
Televox expands RCS messaging deployment with Twilio through WestCX
Televox, part of WestCX, has expanded its RCS messaging deployment using Twilio's infrastructure. This collaboration aims to enhance customer engagement... with branded sender identities and interactive actions, achieving up to 80% higher conversion rates than SMS or email.
Televox Expands Secure Interactive Rcs Messaging with Twilio
Televox, part of WestCX, has expanded its deployment of Rich Communication Services (RCS) using Twilio's infrastructure. This expansion enables secure,... branded, and interactive messaging for organizations in regulated industries. The RCS platform offers enhanced engagement with features like branded messages, real-time analytics, and intelligent fallback to SMS, aiming to significantly improve conversion and response rates.
KPN adopts Twilio platform for RCS Business Messaging
KPN has partnered with Twilio to implement Twilio's platform for RCS Business Messaging in the Netherlands. This agreement, announced at... Mobile World Congress, will enhance business communication by integrating interactive features like verified sender and action buttons with traditional SMS.
Genspark expands AI call agent globally with Twilio - TelcoNews Australia
Genspark has integrated Twilio Programmable Voice into its AI call agent, "Call for Me," enabling global expansion across over 40 countries. This integration allows... Genspark to streamline international telephony on a single platform, enhancing call success rates and uptime. Twilio's APIs provide the necessary voice connectivity, supporting Genspark's multilingual and real-time translation capabilities for business and personal tasks.
Genspark Uses Twilio to Power Global AI Calling "Call for Me" Agent - Yahoo Finance
Genspark has integrated Twilio Programmable Voice to power its AI agent, "Call for Me," enabling real-time, multilingual phone calls for tasks like customer service across 40+ countries. This partnership allows... Genspark to automate phone-based workflows, achieving a 94.3% call success rate and 99.97% uptime, enhancing global communication efficiency.
Genspark has integrated Twilio Programmable Voice to power its AI agent, "Call for Me," enabling real-time, multilingual phone calls across 40+ countries. This integration allows... Genspark to automate tasks like customer service inquiries, achieving a 94.3% call success rate. Twilio's platform supports Genspark's global expansion and operational efficiency.
iTWire - Fresha Enhances Customer Engagement with RCS for Business Powered by Twilio and Google
Fresha, a beauty and wellness booking platform, has enhanced its customer engagement by adopting Rich Communication Services (RCS) messaging, powered by Twilio and Google. This upgrade from... traditional SMS to RCS has led to a 41.3% read rate on appointment messages and a 7.1% increase in customer reviews. Fresha's integration of Twilio's API has enabled seamless deployment of RCS, boosting customer trust and business growth.
Twilio's RCS Revolution: How Fresha's Success Story Validates a High-Growth Bet for ...
Twilio's Rich Communication Services (RCS) has significantly enhanced Fresha's customer engagement, increasing read rates and operational efficiency. This success story... underscores Twilio's strategic focus on RCS, bolstered by partnerships with telecom giants like Orange and Singtel. Twilio's RCS platform offers advanced features such as AI-driven chatbots and verified sender IDs, positioning it for substantial growth in the global RCS market.
Fresha Enhances Customer Engagement with RCS for Business Powered by Twilio and Google - Business Wire
Fresha, a global beauty and wellness booking platform, has enhanced its customer engagement by adopting Rich Communication Services (RCS) messaging powered by Twilio and Google. This upgrade from... traditional SMS to RCS has resulted in a 41.3% read rate on appointment messages and increased customer reviews by 7.1%. Twilio's API enabled Fresha to deploy RCS without code changes, improving engagement and customer trust.
Luisaviaroma enhances marketing precision, optimises ad spend with Twilio Segment
Luisaviaroma, a leading fashion retailer, unified its customer data using Twilio Segment to overcome fragmented insights across web, mobile, and social channels. This enabled more... precise marketing campaigns and optimized ad spend, resulting in improved return on ad spend (ROAS) on Meta platforms and greater operational efficiency.
