Case Study: JRNI achieves rapid, secure browser-based remote appointments for enterprises during COVID-19 with Twilio Programmable Video

How Jrni Creates Face-to-face Remote Services for Enterprises Amid Covid-19 With Twilio Programmable Video

JRNI (formerly BookingBug) is a cloud-based appointment and queuing platform used by enterprises such as U.S. Bank, ANZ and LEGO. When COVID-19 shut down in-person service, JRNI needed a fast, secure way to convert face‑to‑face experiences to remote video without forcing customers to download third‑party apps, while preserving its SMS/email confirmation and reminder workflows.

JRNI integrated Twilio Programmable Video along with Twilio SendGrid and Programmable Messaging to deliver one‑click, in‑browser video appointments linked from confirmation and reminder messages. The feature was built in days and launched in less than a week as part of JRNI Forward, enabling seamless video sessions, follow‑ups and virtual events — and, after switching SMS providers, delivering roughly 80% cost savings on messaging.

JRNI

Nancy Liberman

VP of Marketing