Case Study: VictorOps achieves serverless, customizable incident management and up to 90% lower costs with Twilio Functions

Victorops Builds Serverless, Customizable Incident Management Solutions Using Twilio Functions

VictorOps helps companies like Edmunds and Snapchat manage IT incidents by making sure the right people are alerted at the right time. They needed to add customizable Live Call Routing so customers could control alert flows, escalation order, and call destinations (even legacy devices like BlackBerries) without building a standalone telephony system from scratch.

VictorOps implemented Twilio Functions to seamlessly integrate Twilio Voice into their platform, using serverless code and sample templates so teams can attach Twilio numbers, define call flows, and route inbound calls by schedule and escalation policy. The feature was prototyped in a week and built in about two, saving an estimated $60K in engineering costs, enabling pricing up to 90% below competitors, and earning strong customer praise for flexibility and scalability.

VictorOps

Nate Grieb

Product Owner