Story
Twilio
Saudi AramcoSaudi Aramco Brings Support Tickets onto Twilio
Saudi Aramco, an energy organization in Saudi Arabia, uses Twilio Segment 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 Segment is the governed place support agents use for customer support |
| Capability | New joiners can see how customer support actually runs |
Story
Inside Saudi Aramco, customer support used to depend on whoever still had the latest file. That pattern is common in energy groups working out of Saudi Arabia. Support agents needed a system that would still make sense after the original project team moved on.
Saudi Aramco uses Twilio Segment from Twilio as the working layer for support tickets. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. The practical change is simple: customer support has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Saudi Aramco gets from Twilio is a durable place to run customer support and a way for support agents to see the same support tickets at the same time.
