Twilio Case Studies Scheduled Deliveries Redefined: Paack's IoT Solution for Ecommerce Courier Services

	Scheduled Deliveries Redefined: Paack's IoT Solution for Ecommerce Courier Services Twilio

Scheduled Deliveries Redefined: Paack's IoT Solution for Ecommerce Courier Services

Twilio

Technology Category	Networks & Connectivity - 5G Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Telecommunications Transportation
Applicable Functions	Logistics & Transportation Quality Assurance
Use Cases	Last Mile Delivery Time Sensitive Networking
Services	System Integration
Challenge	Paack, a Spain-based ecommerce delivery solution, has been experiencing rapid growth since its inception in 2015, managing over 27 million deliveries and achieving 3.5x growth year-over-year. However, this growth came with its own set of challenges. The company's commitment to customer-driven delivery times presented a complex logistical challenge of coordinating driver routes with predetermined delivery timelines. Furthermore, Paack realized the need for a unified communications platform designed for heightened customer engagement. The company also faced issues with proof of delivery (PoD), with up to 20% of its customer support cases related to PoD investigations and about 40% of low customer satisfaction scores directly tied to unreceived parcels or issues with third-party delivery. Read More
About Customer	Paack is a Spain-based ecommerce delivery solution that champions scheduled deliveries 'by default', giving consumers more control over when their packages arrive and optimizing the way drivers operate to create sustainable, customer-centric delivery experiences. The company operates in Spain, Portugal, France, and the United Kingdom, serving more than 70 cities across Europe with plans for further expansion. Paack's mission is to become the market leader in sustainable ecommerce deliveries. Since its founding in 2015, the company has achieved 3.5x growth year-over-year and managed more than 27 million deliveries. Read More
Solution	To overcome these challenges, Paack partnered with Twilio to leverage its Verify and Programmable Messaging APIs. This solution allowed Paack to give customers the ability to choose specific time windows for delivery and the flexibility to edit that window to accommodate last-minute schedule changes, all through SMS. Customers receive SMS updates at several points throughout the delivery process, giving them the option to modify their delivery address or time slot, notifying them when their delivery is in close proximity, and prompting them to confirm that their parcel was delivered. Twilio Verify enabled proof of delivery (PoD), which streamlined the customer experience with convenient delivery notifications via text, as well as reduced the risk of non-delivery. Paack is also planning to explore Twilio Flex and Voice to build out even more seamless customer service features and establish a single, comprehensive view of customer interactions. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - 5G

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Telecommunications

Transportation

Applicable Functions

Logistics & Transportation

Quality Assurance

Use Cases

Last Mile Delivery

Time Sensitive Networking

Services

System Integration

Challenge

Paack, a Spain-based ecommerce delivery solution, has been experiencing rapid growth since its inception in 2015, managing over 27 million deliveries and achieving 3.5x growth year-over-year. However, this growth came with its own set of challenges. The company's commitment to customer-driven delivery times presented a complex logistical challenge of coordinating driver routes with predetermined delivery timelines. Furthermore, Paack realized the need for a unified communications platform designed for heightened customer engagement. The company also faced issues with proof of delivery (PoD), with up to 20% of its customer support cases related to PoD investigations and about 40% of low customer satisfaction scores directly tied to unreceived parcels or issues with third-party delivery.

About Customer

Paack is a Spain-based ecommerce delivery solution that champions scheduled deliveries 'by default', giving consumers more control over when their packages arrive and optimizing the way drivers operate to create sustainable, customer-centric delivery experiences. The company operates in Spain, Portugal, France, and the United Kingdom, serving more than 70 cities across Europe with plans for further expansion. Paack's mission is to become the market leader in sustainable ecommerce deliveries. Since its founding in 2015, the company has achieved 3.5x growth year-over-year and managed more than 27 million deliveries.

Solution

To overcome these challenges, Paack partnered with Twilio to leverage its Verify and Programmable Messaging APIs. This solution allowed Paack to give customers the ability to choose specific time windows for delivery and the flexibility to edit that window to accommodate last-minute schedule changes, all through SMS. Customers receive SMS updates at several points throughout the delivery process, giving them the option to modify their delivery address or time slot, notifying them when their delivery is in close proximity, and prompting them to confirm that their parcel was delivered. Twilio Verify enabled proof of delivery (PoD), which streamlined the customer experience with convenient delivery notifications via text, as well as reduced the risk of non-delivery. Paack is also planning to explore Twilio Flex and Voice to build out even more seamless customer service features and establish a single, comprehensive view of customer interactions.

Impact #1	The integration of Twilio's Verify and Programmable Messaging APIs has given Paack a competitive edge in the ecommerce delivery industry. The solution has not only improved the customer experience by providing them with more control over their deliveries but also optimized the company's operations by coordinating driver routes with predetermined delivery timelines. The solution has also significantly reduced the number of PoD support cases, thereby improving customer satisfaction. Furthermore, the solution has enabled Paack to experiment with new types of customer interactions, such as the ability to confirm a customer’s location. As the company expands to new European markets, it sees the integration of two-way communication features into its driver app as one of the most exciting areas for growth.

Impact #1

The integration of Twilio's Verify and Programmable Messaging APIs has given Paack a competitive edge in the ecommerce delivery industry. The solution has not only improved the customer experience by providing them with more control over their deliveries but also optimized the company's operations by coordinating driver routes with predetermined delivery timelines. The solution has also significantly reduced the number of PoD support cases, thereby improving customer satisfaction. Furthermore, the solution has enabled Paack to experiment with new types of customer interactions, such as the ability to confirm a customer’s location. As the company expands to new European markets, it sees the integration of two-way communication features into its driver app as one of the most exciting areas for growth.

Benefit #1	1.5 million deliveries per month
Benefit #2	3X growth year-over-year
Benefit #3	80% decrease in PoD support case

Benefit #1

1.5 million deliveries per month

Benefit #2

3X growth year-over-year

Benefit #3

80% decrease in PoD support case

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Overview

Scheduled Deliveries Redefined: Paack's IoT Solution for Ecommerce Courier Services

Operational Impact

Quantitative Benefit