Case Study: PepperTap achieves customer privacy protection and rapid 2-hour delivery at scale with Exotel

Exotel helps PepperTap protect customer privacy

PepperTap, a fast-growing grocery delivery startup, needed a way to scale customer support while protecting customer privacy as delivery personnel contacted buyers. To solve high call volume and maintain two-hour delivery SLAs, PepperTap partnered with Exotel and used Exotel’s number masking, click-to-call, IVR and SMS capabilities.

Exotel provided a plug-and-play number-masking solution with customizable IVR and quick SMS templates that was live within an hour, enabling delivery riders to call customers without seeing their numbers. With Exotel’s services PepperTap scaled from a 5–7 person call center to operations in over 15 cities with about 3,000 people on the ground, supports 200–300 retailers, meets two-hour delivery goals, and is planning to grow its biker fleet from 2,500 to 10,000.

PepperTap

Milind Sharma

Co-Founder