Story
Twilio
GenslerHow Gensler Runs Product Communications on Twilio Voice
Gensler, an industrials organization in the United States, uses Twilio Voice 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 Voice |
| Capability | Product and growth teams work from the same Twilio Voice record for customer messaging |
Story
Gensler is based in the United States and runs industrials operations at a scale where customer messaging cannot live in side channels. Product and growth teams were reconciling competing copies of the same work, which slowed product communications and hid who owned the next step.
The company runs product communications on Twilio, with Twilio Voice as the product product and growth teams actually open. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. For Gensler, that means product and growth teams can open one workflow, see customer messaging, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for customer messaging.
