Story
Twilio
NatWest GroupNatWest Group Runs Product Communications with Twilio
NatWest Group, a financials organization in the United Kingdom, uses SendGrid 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 | SendGrid is the governed place product and growth teams use for product communications |
Story
NatWest Group did not need another dashboard that nobody opened. It needed product communications to move. In the United Kingdom, product and growth teams already knew where customer messaging went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
SendGrid from Twilio is now in that path. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. The company treats it as production tooling for product communications, which is why product and growth teams live in it rather than exporting from it once a quarter.
NatWest Group can show how customer messaging is handled today. That is the value: a repeatable way to run product communications on software the rest of the industry already recognizes.
