Story
Twilio
Deckers OutdoorDeckers Outdoor Modernizes Customer Messaging with Twilio
Deckers Outdoor, a consumer discretionary organization in the United States, uses Twilio Messaging from Twilio to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for customer messaging |
| Capability | Product communications stays visible to adjacent teams through Twilio Messaging |
| Capability | Product and growth teams work from the same Twilio Messaging record for customer messaging |
Story
Deckers Outdoor grew customer messaging faster than the local tools around it. From the United States, consumer discretionary 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. Deckers Outdoor 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.
