Case Study: Sanofi achieves real-time 360-degree customer profiles and omni-channel engagement with Twilio Segment

How global healthcare leader Sanofi uses Twilio Segment to build golden profiles, increase omni-channel engagement, and improve patient outcomes

Sanofi, a leading global healthcare company, needed a real-time, 360-degree view of healthcare providers across online and offline channels to better personalize communications and improve patient outcomes. It struggled to capture digital interactions and unify data from multiple sources, limiting its ability to understand the full customer journey and engage HCPs effectively.

Sanofi turned to Twilio Segment to build OneView “golden profiles” using Segment Profiles Sync, Connections, and Reverse ETL, combining data in Snowflake and activating it across its marketing stack. With Twilio, Sanofi cut data activation time from more than three days to under three hours, a 95% efficiency gain, created 35 active audiences, and improved omni-channel engagement and campaign personalization.

Sanofi

Rick Troiani

Director of Omni-Channel Engagement Architecture