Story
Twilio
SeagenSeagen Adopts Twilio for Customer Support
Seagen, a health care organization in the United States, uses Twilio Flex from Twilio to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in customer support sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Twilio Flex is the governed place support agents use for customer support |
| Capability | New joiners can see how customer support actually runs |
Story
Seagen did not need another dashboard that nobody opened. It needed customer support to move. In the United States, support agents already knew where support tickets went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Twilio Flex from Twilio is now in that path. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. The company treats it as production tooling for customer support, which is why support agents live in it rather than exporting from it once a quarter.
Seagen can show how support tickets is handled today. That is the value: a repeatable way to run customer support on software the rest of the industry already recognizes.
