Case Study: PayByPhone prevents 24M potential parking fines annually and reduces customer calls 3X with Twilio SMS

PayByPhone Helps Millions of People Avoid Parking Tickets

PayByPhone is a leading mobile payments provider that modernizes parking meters across North America, Europe, and Australia. The company needed reliable, time‑sensitive SMS reminders to warn motorists when parking time was about to expire, but its IVR‑based workflow and reliance on multiple SMS suppliers made messaging expensive, slow to integrate, and hard to scale.

By switching to Twilio SMS, PayByPhone now sends one‑way alerts (five and two minutes before expiry) via a simple API so users can add time from their phones. The move cut outbound SMS costs threefold, reduced inbound customer service calls by 3x, and enabled PayByPhone to send about 2 million SMS per month (≈24 million annually) while improving phone‑number validation and global scaling.

PayByPhone

Chris Morrow

Head of Infrastructure & IT Operations