Lyft, a popular rideshare company, is leveraging Twilio's Flex platform to modernize their contact center and improve the customer experience. With Flex, Lyft can now offer additional channels of communication, such as text messaging, to provide faster support for customers in need. The company was struggling with an outdated infrastructure that couldn't scale with their rapid growth, leading to high handle times for customer interactions. By integrating Flex with their custom CRM and other tools, Lyft has simplified the associate experience and eliminated silos, providing a more seamless and efficient way to resolve customer issues.