Case Study: Air Products achieves faster global incident response and on-site incident prevention with Twilio

Air Products Uses SMS to Prevent On-Site Incidents

Air Products, a global industrial gases and chemicals company with about 20,000 employees and operations in 50 countries, needed a modern, cloud-hosted way to deliver critical IT incident alerts across its large, distributed organization. Their 20‑year on‑premise SMS provider lacked the flexibility and integration they required, and the company needed a solution that could migrate long‑standing contact data and plug into ServiceNow for scheduling, escalation and easy adoption.

Air Products implemented Twilio Programmable SMS integrated with ServiceNow to send immediate, prioritized alerts; recipients can reply to claim ownership and automatically update incident tickets. The rollout was straightforward, eliminated the on‑premise limitations, improved response times, and scaled reliably with the business—supporting Air Products’ global operations and ongoing incident‑management needs with no reported issues.

Air Products

Bruce Hendershot

Solutions Architect