Story
Twilio
CopperCopper Adopts Twilio for Product Communications
Copper, an information technology organization in the United States, uses Twilio Flex from Twilio to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for customer messaging |
| Capability | Product communications stays visible to adjacent teams through Twilio Flex |
| Capability | Product and growth teams work from the same Twilio Flex record for customer messaging |
Story
Inside Copper, product communications used to depend on whoever still had the latest file. That pattern is common in information technology groups working out of the United States. Product and growth teams needed a system that would still make sense after the original project team moved on.
Copper uses Twilio Flex from Twilio as the working layer for customer messaging. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. The practical change is simple: product communications has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Copper gets from Twilio is a durable place to run product communications and a way for product and growth teams to see the same customer messaging at the same time.
