Twilio
Case Studies
Zoom2u Leverages Twilio for Enhanced Delivery Experience in Australia
Overview
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Zoom2u Leverages Twilio for Enhanced Delivery Experience in AustraliaTwilio |
Analytics & Modeling - Real Time Analytics Platform as a Service (PaaS) - Application Development Platforms | |
E-Commerce Transportation | |
Logistics & Transportation Sales & Marketing | |
Last Mile Delivery Real-Time Location System (RTLS) | |
System Integration | |
Operational Impact
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. | |
Quantitative Benefit
95% of calls are now answered within 20 seconds | |
100% work remotely with no impact on customer service in Manila | |
Over 8,000 couriers registered on their platform | |