Success Story

Uncovering $250K in Missed Opportunities and Prioritizing Backlog Items for Twilio​

The Challenge

With a heavy backlog of CRM Analytics user stories from various sales stakeholders, Twilio did not have the internal delivery capacity or platform expertise to address their needs in a timely manner. Initially, they expressed a desire for support through our Elevate service to help manage and extend their existing dashboards. As demand from the business increased, the support needs evolved to include more requirements analysis and design guidance for existing and new dashboards.

The Solution

Atrium improved and extended Twilio’s existing dashboards. First up was an Alerts dashboard that provides account executives the ability to explore their customer accounts by adjusting chart filter thresholds depending on various use cases.

Another improvement was done in the form of a Mid-Market Prospecting dashboard that combines data from Salesforce, Looker, and Monkey reports into a centralized dashboard, allowing account executives to get more timely KPIs and serve their customers more efficiently. New dashboards were created as well. A usage dashboard that outlines spend and usage trends over time to track buying trend history for key customers was taken from POC to deployment in just two weeks.

Finally, Atrium designed and implemented an Email Prospecting dashboard that exposes baseline recurring revenue (cMRR) and monthly invoice billing to help ensure the AE’s forecasted usage matches the actual usage metrics and the customer is investing in the right package.

The Results

In a three-month period, we were able to help Twilio to address all of their prioritized backlog items. Twilio’s primary Analytics owner was relieved of the sole responsibility of interfacing with the company’s business users, which was causing a bottleneck in productivity.

Within two hours of use, account executives had discovered over $250,000 in missed opportunities thanks to the Email Prospecting solution. Additionally, the Sales Efficiency Analytics team was able to justify additional and extension to our Elevate support engagement in order to continue the momentum that was generated.

About Twilio

Twilio is a cloud communications platform as a service company based in San Francisco, California. Twilio enables software developers to programmatically make and receive phone calls, send and receive text messages, and perform other communication functions.

The Technology

CRM Analytics

“The Atrium team has been instrumental in my ability to execute on the roadmap and strategic vision I outlined for CRM Analytics within Twilio. We have limited resources to work on CRM Analytics so the work we've done together has not only greatly accelerated what we've been able to accomplish in just a few months, but it's also helped prove the value of the tool and the scope of what is possible. Our stakeholders are more excited than ever to see what we build next.”

NJ Potter


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