Case Study: Concilio improves healthcare concierge service reliability with Twilio Flex

How concilio built a healthcare concierge service using twilio

Concilio is an app-based healthcare concierge service for employees and their families that helps users find doctors, schedule appointments, and connect with clinicians by phone or video. As its patient and clinician network grew, Concilio needed a more reliable telemedicine and contact center platform, especially after its existing setup struggled with scale, remote work, and poor call quality. It turned to Twilio, using Twilio Programmable Voice, Programmable Video, Programmable SMS, and Flex.

Twilio helped Concilio quickly build a unified, cloud-based contact center that streamlined calling, texting, scheduling, and CRM integrations for its agents. The new Flex-based system was set up in just weeks, and within ten days agent complaints dropped to zero. Concilio also reported better audio quality, improved connectivity, and higher reliability, while planning further automation and SMS capabilities with Twilio.

Concilio

Quentin Hayot

System Administrator and Lead Developer on the Project