Forrester Total Economic Impact Study

The Twilio Platform Delivered 190% ROI and $12.5M in Net Present Value

Forrester found the composite organization based on interviewed customers achieved a 10% increase in conversion rates, an increase in  authentication success rates from 91% to 95%, a 60% reduction in unplanned communications downtime, a 50% decrease in manual fraud and compliance hours and more!*

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Cover page of Forrester study on the economic impact of the Twilio platform.
Cover page of Forrester study on the economic impact of the Twilio platform.

What Customers Are Saying About the Twilio Platform

"Twilio has a more reliable delivery methodology, so one-time passwords actually get to whoever needs them. Previously, our authentication success rate was in the high 80s, and now it's almost 96%"

Healthcare Organization Director of IT

"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."

Financial Services Director of Product Management

"We saw a 30-basis point increase in conversion rates from combining push notifications, SMS, and Voice calls in a targeted journey with Twilio"

Retail Company 
 CIO

"Whenever we are given a chance to plug something else in, it is already there and ready to go. We just use Twilio… In a given month, we probably save $4,000 in what would be external fees for using various systems to do what we do."

Medical Records Company Chief Growth Officer

Measurable Gains. Quantified ROI

Twilio commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to quantify the ROI of the Twilio platform. For a composite organization ($1B revenue, 3,000 employees), the three-year risk-adjusted benefits include:

  • 10% increase in customer conversion rates through personalized engagement with Twilio Messaging, Voice, and Segment CDP.

  • 95% authentication success rate after implementing Twilio Verify (up from 91%) and a 50% reduction in manual compliance and fraud management hours from Verify’s built-in Fraud Guard

  • 15% productivity improvement for sales and customer success teams using unified customer context, automation, and routing across Twilio Flex, Messaging, Voice, and Segment CDP.

  • Cost savings by retiring legacy platforms and consolidating onto Twilio, reducing unplanned downtime, cutting manual compliance and fraud hours, and more.

*The Total Economic Impact™ Of The Twilio Platform, April 2026. A commissioned study conducted by Forrester Consulting on behalf of Twilio.

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  1. "IDC MarketScape: Worldwide Communications Platform as a Service 2025 Vendor Assessment", February 2025, Doc. #US52039625

IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of technology and suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each supplier’s position within a given market. The Capabilities score measures supplier product, go-to-market and business execution in the short-term. The Strategy score measures alignment of supplier strategies with customer requirements in a 3-5-year timeframe. Supplier market share is represented by the size of the icons.