Story
Twilio
Becton DickinsonTwilio Supports Customer Support at Becton Dickinson
Becton Dickinson, a health care organization in the United States, uses Twilio Messaging from Twilio to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because support tickets has a clear owner |
| Risk and compliance | Twilio Messaging is the governed place support agents use for customer support |
| Capability | New joiners can see how customer support actually runs |
Story
Becton Dickinson is based in the United States and runs health care operations at a scale where support tickets cannot live in side channels. Support agents were reconciling competing copies of the same work, which slowed customer support and hid who owned the next step.
The company runs customer support on Twilio, with Twilio Messaging as the product support agents actually open. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. For Becton Dickinson, that means support agents can open one workflow, see support tickets, 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 support tickets.
