Despite having to close an office during the global pandemic, Twilio enabled Zoom2u to support over 70,000 customers remotely 

Twilio, the leading cloud communications platform, today announced that it enabled Zoom2u, an Australia-wide marketplace that connects customers to couriers, to provide a great customer experience during the global pandemic.  

Founded by tech entrepreneur Steve Orenstein in 2014, Zoom2u has helped over 70,000 customers and transported more than two million deliveries across Australia. A key feature of the Zoom2u service is GPS tracking, so customers can see where their packages are at all times and know when they will arrive. 

When the global pandemic hit last year, Zoom2u decided to close its contact centre office in Manila and shift the team to working remotely instead. “This had no impact on our customer service, because we had a fully integrated phone system with Twilio. Our team was able to take calls and messages using their laptops at home,” said Steve Orenstein, founder and CEO at Zoom2u. 

Zoom2u has seen a significant increase in customer orders since the global pandemic began. Lockdowns in Australia have meant more people are shopping online and the pressure on Australia Post has meant deliveries are taking longer to arrive. 

After testing and trialling Twilio’s Phone API, it took less than a month to fully transition and port Zoom2u’s phone numbers into the Twilio system. The new system has enabled Zoom2u to scale its business and work remotely across different countries and regions more easily.

The Zoom2u customer service team can see in real-time how their contact centre is operating, including being able to monitor agents’ performance as well as call volumes throughout the day to ensure they are adequately resourced where necessary. First time pick up rate has also improved, with 95% of calls to Zoom2u now answered within 20 seconds.  

In 2020 Zoom2u launched Locate2u, a platform designed for businesses that manage their own fleet of drivers to perform deliveries. Locate2u has integrated Twilio’s SMS API to allow businesses using Locate2u to provide a real time link to customers so they can track the live location of their driver. Live location tracking is important to provide Zoom2u and Locate2u customers with a better experience.  

Kristen Pimpini, Regional Vice President ANZ at Twilio said, “We’re thrilled to team up with Zoom2u to help drive even faster and more reliable communication between businesses, delivery partners, and their customers. Like Zoom2u, we pride ourselves on creating meaningful, easy and personalised experiences for our customers, something we know is important to them.

Twilio’s recent report found that 82 percent of Australian businesses stated that digital communications are critical to their organisation after the pandemic. It also found that 90 percent of Australian business leaders say customer engagement increased during COVID-19. It has been a privilege to support Zoom2u in Australia and we wish them every success.”