San Francisco, CA
Meet the team (from left to right) Dan & Ian
Transparency through integrations
Integrations is another way Ian and Daniel enable the teams they support to work the way they want and need to. The two have built multiple integrations with Jira to bring increased visibility - and thus increased trust - directly to their users. In addition to internal requests, the Engineering Team has full visibility into actual Zendesk customer service requests, reinforcing the company's customer-first orientation. "Our most important product is trust" says Daniel.
Twilio also monetizes the impact of customer feedback in sales deals. Their Sales Teams logs feature requests on behalf of customers into Salesforce, and the development team ties bugs and feature requests to sales opportunities using the data to prioritize their projects.
Lastly, in the rare instance when an incident occurs that affects Twilio's performance, Jira notifies a designated Slack channel and PagerDuty so all appropriate team members are alerted to address the issue.
Both Ian and Daniel remain focused on identifying new workflows and automations to employ in order to create efficiencies across all the teams they support at Twilio.
Daniel tells us, "I enjoy figuring out the different things that people give us as project tasks. I've been given the most vague description of what a team wants, and I design a workflow and use the visual workflow tool and people will look at it and go, ‘That is exactly what I want.’" It's these problem-solving challenges that make this role Daniel’s "most fun job in years."
Ian, similarly, is focused on automating simple tasks to find ways to better respond to team members’ needs quickly. This small – but powerful – administration team at Twilio is able to improve processes and come up with better ways to do things using Jira, making all the teams happier and more productive.
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