Twilio Case Studies Zoom2u Leverages Twilio for Enhanced Delivery Experience in Australia

	Zoom2u Leverages Twilio for Enhanced Delivery Experience in Australia Twilio

Zoom2u Leverages Twilio for Enhanced Delivery Experience in Australia

Twilio

Technology Category	Analytics & Modeling - Real Time Analytics Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	E-Commerce Transportation
Applicable Functions	Logistics & Transportation Sales & Marketing
Use Cases	Last Mile Delivery Real-Time Location System (RTLS)
Services	System Integration
Challenge	The courier industry in Australia was plagued with inefficiency and lack of transparency, leading to customer dissatisfaction and operational inefficiencies. Steve Orenstein, Founder and CEO of Zoom2u, identified this gap in the market and sought to create a solution that would revolutionize the delivery experience. The challenge was to design a platform that could facilitate fast deliveries, provide real-time tracking, and connect local couriers directly with customers. The goal was to provide complete transparency to customers regarding their deliveries, removing the traditional courier head office from the equation. This required a robust and reliable communication system that could send alerts to customers and connect them directly with couriers. Read More
About Customer	Zoom2u is an innovative courier company based in Australia, founded by Steve Orenstein. The company has created a platform that connects local couriers with customers, from individuals to small businesses and large enterprises, across the country. Zoom2u's primary goal is to provide customers with complete transparency on their deliveries, achieved through real-time tracking and direct communication with couriers. The company has over eight thousand couriers registered on their platform and has processed over two million deliveries to more than seventy thousand customers in Australia. They are setting the bar for a great delivery experience in the e-commerce, retail, and logistics sectors. Read More
Solution	Zoom2u leveraged Twilio's Programmable Messaging API to send SMS alerts to customers, providing them with a link to track their delivery in real-time. This innovative use of technology enabled Zoom2u to provide a level of transparency previously unseen in the courier industry. In addition to this, Zoom2u also replaced their original phone system with Twilio's phone API. This new system allowed Zoom2u to make outbound calls to customers, receive inbound calls from customers and drivers, and provided real-time data and insights into the efficiency of their call center operations. It also enabled Zoom2u to scale their business and work remotely across different countries and regions. Furthermore, Zoom2u plans to integrate their Locate2u product with Twilio’s phone API, allowing small businesses to run their own phone system directly through the Locate2u platform. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

E-Commerce

Transportation

Applicable Functions

Logistics & Transportation

Sales & Marketing

Use Cases

Last Mile Delivery

Real-Time Location System (RTLS)

Services

System Integration

Challenge

The courier industry in Australia was plagued with inefficiency and lack of transparency, leading to customer dissatisfaction and operational inefficiencies. Steve Orenstein, Founder and CEO of Zoom2u, identified this gap in the market and sought to create a solution that would revolutionize the delivery experience. The challenge was to design a platform that could facilitate fast deliveries, provide real-time tracking, and connect local couriers directly with customers. The goal was to provide complete transparency to customers regarding their deliveries, removing the traditional courier head office from the equation. This required a robust and reliable communication system that could send alerts to customers and connect them directly with couriers.

About Customer

Zoom2u is an innovative courier company based in Australia, founded by Steve Orenstein. The company has created a platform that connects local couriers with customers, from individuals to small businesses and large enterprises, across the country. Zoom2u's primary goal is to provide customers with complete transparency on their deliveries, achieved through real-time tracking and direct communication with couriers. The company has over eight thousand couriers registered on their platform and has processed over two million deliveries to more than seventy thousand customers in Australia. They are setting the bar for a great delivery experience in the e-commerce, retail, and logistics sectors.

Solution

Zoom2u leveraged Twilio's Programmable Messaging API to send SMS alerts to customers, providing them with a link to track their delivery in real-time. This innovative use of technology enabled Zoom2u to provide a level of transparency previously unseen in the courier industry. In addition to this, Zoom2u also replaced their original phone system with Twilio's phone API. This new system allowed Zoom2u to make outbound calls to customers, receive inbound calls from customers and drivers, and provided real-time data and insights into the efficiency of their call center operations. It also enabled Zoom2u to scale their business and work remotely across different countries and regions. Furthermore, Zoom2u plans to integrate their Locate2u product with Twilio’s phone API, allowing small businesses to run their own phone system directly through the Locate2u platform.

Impact #1	The implementation of Twilio's Programmable Messaging API and phone API has significantly improved Zoom2u's operational efficiency and customer engagement. The new phone system provides real-time data and insights into call center operations, enabling the company to monitor agent performance and call volumes throughout the day. This has ensured adequate resourcing and improved the speed and quality of customer service. The ability to work remotely across different countries and regions has also allowed Zoom2u to scale their business effectively. Furthermore, the integration of Twilio's technology has enhanced the delivery experience for customers, providing them with real-time tracking and direct communication with couriers.

Impact #1

The implementation of Twilio's Programmable Messaging API and phone API has significantly improved Zoom2u's operational efficiency and customer engagement. The new phone system provides real-time data and insights into call center operations, enabling the company to monitor agent performance and call volumes throughout the day. This has ensured adequate resourcing and improved the speed and quality of customer service. The ability to work remotely across different countries and regions has also allowed Zoom2u to scale their business effectively. Furthermore, the integration of Twilio's technology has enhanced the delivery experience for customers, providing them with real-time tracking and direct communication with couriers.

Benefit #1	95% of calls are now answered within 20 seconds
Benefit #2	100% work remotely with no impact on customer service in Manila
Benefit #3	Over 8,000 couriers registered on their platform

Benefit #1

95% of calls are now answered within 20 seconds

Benefit #2

100% work remotely with no impact on customer service in Manila

Benefit #3

Over 8,000 couriers registered on their platform

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Overview

Zoom2u Leverages Twilio for Enhanced Delivery Experience in Australia

Operational Impact

Quantitative Benefit