Story
Twilio
CPQDTwilio Supports Product Communications at CPQD
CPQD, an information technology organization in the United States, uses Twilio Messaging 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 |
| Risk and compliance | Twilio Messaging is the governed place product and growth teams use for product communications |
Story
CPQD grew customer messaging faster than the local tools around it. From the United States, information technology teams still had to serve customers and internal partners who expected a straight answer. Product and growth teams were the ones stitching the picture together by hand.
Rolling out Twilio Messaging put product communications on Twilio. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. CPQD keeps the product in the path where work already happens, so product and growth teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier product communications. Customer messaging is easier to inspect, and adjacent groups can join product and growth teams without a guided tour of someone's desktop.
