Postmates is transforming the way goods move around cities through their revolutionary urban logistics platform that enables customers to get just about anything from restaurants, retailers and convenience stores on-demand. 

Postmates needed a customer service solution that not only improved their most important bottom line metrics across cost savings, customer satisfaction (CSAT) and operational efficiency, but that simplified the customer experience all together with streamlined, AI-driven technology to meet fluctuating and unpredictable customer demand. 

While most of the food orders on postmates’ platform are placed through their app, millions of orders are still called in via phone for a variety of reasons. In order to meet demand for non-app orders, Postmates leveraged an offshore business process outsourcing (BPO) to place phone orders to restaurants on behalf of customers. However, this proved costly, still required Postmates employees to intervene during call spikes, and led to order errors which impacted customer satisfaction. Specific challenges included: 

• Increased errors in capturing customer’s orders correctly due to the repetitive nature of calls and noisy restaurant environments 
• Spikes in demand and unpredictable agent availability resulting in delayed orders
• Increased costs and inefficiencies in managing the offshore call center