Twilio is one of the best software for sending automatic SMS or emails? The company started in 2008 with its founder, Jeff Lawson. They can earn over $2.5billion in income per year selling their software as a service.

Around 240,000 businesses use Twilio, including large companies like Uber and Delivero. This proves how the company is on-demand across the world. However, it wasn’t until 2017 that the company first experienced cold waves. This came after Uber, their main source of income, announced to drop its spending on the company.

Uber plans to withdraw from using Twilio

CEO Mr. Lawson speaks to the BBC about his game plan. He came out about the fear he had after Uber announced their future plans. He had no idea how he would go about the situation. But that was a learning process in his life. Lawson discovered other ways to find quick solutions in life.

Investors will always withdraw their shares when they hear about such matters. Everyone thinks that the company might topple in the coming years. The CEO disclosed the situation to the team, and his surprise, some investors left Twilio. The stock market of the SaaS was affected, and the company fell to 40%.

The CEO decided to investigate the main reason why Uber wanted to withdraw. He almost blamed his board members for petty reasons. But, instead, he was looking for the best way to convince the traveling company to stay. ‘The blameless post-mortem ‘was Lawson’s slogan as he tested where his company system had corrupted Uber.

Reason for withdrawal

In the end, Lawson found out that his software could not support numerous clients on Uber. The Uber company was growing faster, and the amount of SMS and emails to be sent automatically was massive. In addition, Twillio has under-staff members on the board. His salespeople were limited and could not keep up with the booming traveling company.

Mr. Lawson told BBC about the salesperson issue. He continued, “If we had had a bigger sales team, they would have spoken to Uber much more often. Maybe they would have picked up on their problems with our service.”. Instead, his employees were less and could not reach out to various companies to get their feedback.

Twilio has almost 30 salespeople with a single account manager. But Lawson regretted that because he would have created a specific account for his large breadwinner company Uber. But despite this, it meant the available team did not work much with Uber. There was less conversation.

Solution

But this did not mean to fire the staff members. Instead, Twilio CEO decided to expand his staff members by offering more new positions. He wanted to stretch his teams to care more about his company. Since then, Twillio has had almost 5500 employees worldwide. The CEO still believes in his ‘blameless post-mortem laws whenever there is a mistake in the company.

Surely, everyone in the team will make mistakes at one point. But that’s not a point where you fire them. Mistakes have to be taken as non-catastrophe. If a single department can mess with the whole team, it’s your fault as a CEO.