Case Study: Slice achieves 60% faster order confirmations, scalable automated customer communications, and doubled order volume with Twilio

How Slice encourages customers to reorder from their favorite pizza shops

Slice is a pizza marketplace that helps more than 16,000 independent pizzerias compete with national chains by bringing mom-and-pop shops online. Facing manual, phone-based order confirmations, time-consuming security checks, and limited data visibility, Slice needed a scalable way to automate customer communications, secure transactional support, and better understand customer behavior to drive repeat orders.

Slice implemented Twilio APIs (Programmable Voice, Programmable Messaging, SendGrid Email API, Verify) plus Segment (Connections, Protocols, Data Lakes) to automate click-to-call and SMS/email confirmations, enable two-way support and identity verification, and centralize behavioral data into Databricks. The changes cut order confirmation time by 60% to under two minutes, dramatically reduced support headcount (reported 200% reduction), doubled order volume, raised customer satisfaction, accelerated the data warehouse launch by two quarters, and helped customers save over $250M.

Slice

Boban Ljubinoski

Senior Product Manager