Story
Twilio
IQVIAIQVIA Uses Twilio Segment for Customer Messaging
IQVIA, a health care organization in the United States, uses Twilio Segment from Twilio to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because customer messaging has a clear owner |
| Productivity | Handoffs in product communications sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how product communications actually runs |
Story
Health Care work at IQVIA spans more than one site, even when headquarters sits in the United States. Customer messaging was splitting across regional habits. Product and growth teams asked for a shared way to run product communications without freezing local judgment.
Twilio (Twilio Segment) is what they standardized on. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. IQVIA uses it as the system of record for customer messaging, with product and growth teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
