Case Study: a leading healthcare company streamlines IT support with Terazo’s Twilio Flex and ServiceNow integration

Leading Healthcare Company - Customer Case Study

Terazo worked with a leading healthcare company operating in nineteen states and more than 50 facilities to modernize IT service desk support for over 9,000 employees. After the company moved to ServiceNow for IT service management, it needed a more stable and streamlined way to handle 24/7 support for medical professionals with urgent tech issues, using Twilio Flex to improve call handling and routing.

Terazo built a dynamic Twilio IVR, integrated Twilio Flex with ServiceNow, and embedded a custom Flex contact center panel directly inside ServiceNow for a single-agent view. The solution consolidated menus, automated incident and fulfillment workflows, added priority call routing and analytics, and was supported by ongoing managed services. As a result, the healthcare company now has a centralized, company-wide service desk that better supports more than 9,000 employees across more than fifty hospitals and healthcare facilities.