Story
Twilio
Hapag-LloydHapag-Lloyd Standardizes Customer Messaging on Twilio
Hapag-Lloyd, an industrials organization in Germany, uses Twilio Voice from Twilio to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Capability | Customer messaging can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for customer messaging |
| Capability | Product communications stays visible to adjacent teams through Twilio Voice |
Story
Industrials work at Hapag-Lloyd spans more than one site, even when headquarters sits in Germany. Customer messaging was splitting across regional habits. Product and growth teams asked for a shared way to run product communications without freezing local judgment.
Twilio (Twilio Voice) is what they standardized on. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. Hapag-Lloyd uses it as the system of record for customer messaging, with product and growth 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 The story is about operating change, not an unpublished percentage.
