Story
Twilio
ConduentTwilio at Conduent: Support Tickets
Conduent, an information technology organization in the United States, uses SendGrid 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 |
| Productivity | Handoffs in customer support sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how customer support actually runs |
Story
Conduent did not need another dashboard that nobody opened. It needed customer support to move. In the United States, support agents already knew where support tickets 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 customer support, which is why support agents live in it rather than exporting from it once a quarter.
Conduent can show how support tickets is handled today. That is the value: a repeatable way to run customer support on software the rest of the industry already recognizes.
