Twilio was chosen by Air Products, a large company with 22,000 employees, to provide an SMS solution for incident management due to its flexibility and ability to integrate with ServiceNow. The previous on-premise provider couldn't meet their needs, leading to the decision to switch to a cloud-based hosted solution. With Twilio, critical alerts are sent via SMS to the right IT specialists in real-time, allowing them to quickly respond to incidents. The new system has been successful and easy to adopt, with no issues or complaints reported by Air Products.