Story
Twilio
ValeTwilio at Vale: Support Tickets
Vale, a materials organization in Brazil, uses SendGrid from Twilio to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in customer support sit in a shared queue instead of a mailbox trail |
| Risk and compliance | SendGrid is the governed place support agents use for customer support |
| Capability | New joiners can see how customer support actually runs |
Story
Vale grew support tickets faster than the local tools around it. From Brazil, materials teams still had to serve customers and internal partners who expected a straight answer. Support agents were the ones stitching the picture together by hand.
Rolling out SendGrid put customer support on Twilio. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. Vale keeps the product in the path where work already happens, so support agents do not context-switch into a graveyard system used only for audits.
The visible result is steadier customer support. Support tickets is easier to inspect, and adjacent groups can join support agents without a guided tour of someone's desktop.
