The Total Economic Impact™ of the Twilio Platform

The Total Economic Impact™ of the Twilio Platform

In a world where personalized consumer engagement is no longer optional but essential, organizations are faced with the question: "What real benefits can technology investments bring?" To provide clarity, in April 2026, Twilio commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study which uses Forrester’s proven methodology to justify, quantify, and articulate the potential value of an investment.

The Composite ROI at a glance

To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed five decision-makers at four organizations in financial services, healthcare, medical records, and retail. Forrester aggregated the experiences of interviewed organizations into a single composite entity ($1B annual revenue, 3,000 employees) to determine the three-year impact of the Twilio platform.

Interviewees shared that they often realized the greatest value from using multiple Twilio products together.

By combining Twilio products such as Messaging, Email, and Voice with customer data from Segment CDP, their organizations were able to create more seamless and personalized customer journeys, improving customer experience and staff productivity.

The Twilio advantage: Measurable gains

The Forrester study paints a compelling picture. The composite organization using Twilio achieved 190% ROI and $12.5 million in net present value over three years, with less than six months to achieve payback. But what drove these results?

• Enhanced Conversion Rates: The composite organization saw a 10% boost in conversion rates, from personalized engagement with Twilio Messaging, Voice, and Segment CDP
• Streamlined Authentication: Security without friction is crucial. Twilio Verify improved authentication success rates from 91% to 95%, enhancing both security and user experience.
• Productivity and Efficiency: Twilio Flex and unified customer context drove a 15% increase in productivity for sales and customer success teams. Efficiency gains translated directly to cost savings and faster operations.
• Cost Reduction: By retiring legacy platforms and consolidating onto Twilio, reducing unplanned communications downtime costs by 60% and cutting manual compliance and fraud task hours by half, Twilio enabled better allocation of resources.

Beyond numbers: Unquantified benefits

While the $19.1M in quantified benefits is compelling, the unquantified benefits, Flexibility and Customization, are equally transformative.

Twilio's capacity for customization empowers developers to craft workflows that truly align with unique customer journeys. This flexibility not only accelerates innovation but also boosts customer trust through branded calling features that enhance call answer rates.

As the chief growth officer at a medical records company noted, “Whenever we are given a chance to plug something else in, it is already there and ready to go. We just use Twilio. I would say in a given month, we probably save $4,000 in what would be external fees for using various systems to do what we do.”

The study found that the greatest value was realized when products were used in concert.

The director of IT at a healthcare company described the “better together” story of using Segment CDP alongside Messaging and Voice: “With Segment CDP, we can classify and connect all of our data. We previously had four fairly disjointed systems that we are now able to bring under one roof.”

Furthermore, the platform's LLM-agnostic stance on Conversational AI ensures that businesses aren't locked into a single model in a rapidly evolving market.

Real-world impact: Feedback from the front line

The transformative power of Twilio is echoed by leaders across various industries. The CIO at a retail company noted that, “On our old phone system, we had about a 7% call delivery rejection rate, and we now have got that down to about 2%. The Twilio Super Network got us about a 5% lift in the number of calls that actually reach end customers.” Similarly, the director of product management at a financial services company explained how by building an application on top of Twilio, “Our 3,000 sales agents saved 15% of their time on reaching out to their sales pipeline and managing their book of business.”

Moreover, Twilio’s reliability has proven vital. The director of IT at a healthcare organization stated, “From an authentication perspective, Twilio has a more reliable delivery methodology, so one-time passwords and SMS or Voice [authentications] actually get to whoever needs them… Previously, our authentication success rate was in the high 80s, and now it's almost 96%.”

Conclusion: The urgency to evolve

In today's fast-paced market, the ability to quickly adapt and meet consumer expectations is vital for success. Twilio’s platform not only provides measurable economic benefits but also empowers organizations to innovate and deliver amazing customer engagement.

As consumer engagement becomes more complex, embracing a flexible, reliable solution like Twilio isn't just beneficial, it's essential. Organizations that leverage the power of Twilio's comprehensive platform with communication channels, Contextual data and AI to make every interaction smarter and more efficient can position themselves at the forefront of customer experience, ensuring sustained growth and competitive advantage.

It’s time to take action. With Twilio, the future of consumer engagement is within reach.

Learn more and download the full study here.

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Bill Higbee is a Sr. Product Marketing Manager at Twilio. Bill has 20+ years experience in B2B technical marketing roles spanning startups through enterprise in SaaS, API, and telecom. When Bill isn’t helping businesses grow, he’s most likely skiing, golfing, or finding some other way to have fun outdoors. Feel free to reach out to him at whigbee@twilio.com or linkedin.com/in/billhigbee