Case Study: TravelPerk achieves 95% NPS and 4-second average connect time with Twilio Flex & Segment

How travelperk is redefining customer care with twilio

TravelPerk, a Barcelona-based travel management platform for small and medium-sized businesses, set out to simplify corporate travel but lacked a unified view of customer data and relied on disparate support tools. That fragmentation made it hard to govern data, understand user journeys, and give customer care agents the context they needed to resolve time-sensitive booking changes quickly.

TravelPerk partnered with Twilio Segment to build a single, scalable data pipeline and adopted Twilio Flex to create a bespoke contact center called Lighthouse with custom agent workflows. The combination cut engineering effort and improved cross-team collaboration, enabled advanced marketing and attribution use cases, and gave agents context-rich tools that connect customers to help in about four seconds (average wait under 20s). The changes helped drive a 95% NPS and measurable improvements in marketing, sales, and support efficiency, with plans to further centralize and automate support.

TravelPerk

Roberto Mosca

Senior Software Engineer