Story
Twilio
Sherwin-WilliamsSherwin-Williams Uses Twilio Segment for Contact Center Routing
Sherwin-Williams, a materials organization in the United States, uses Twilio Segment from Twilio to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for contact center routing |
| Capability | Omnichannel service stays visible to adjacent teams through Twilio Segment |
| Capability | Contact center teams work from the same Twilio Segment record for contact center routing |
Story
Materials work at Sherwin-Williams spans more than one site, even when headquarters sits in the United States. Contact center routing was splitting across regional habits. Contact center teams asked for a shared way to run omnichannel service 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. Sherwin-Williams uses it as the system of record for contact center routing, with contact center 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 The story is about operating change, not an unpublished percentage.
