Case Study: Deckers Brands cuts track-package calls 15–20% and elevates customer experience with Plivo SMS

Deckers and Plivo are a Perfect Pair When it Comes to the Customer Experience

Deckers Brands, the global footwear company behind UGG, Teva, Sanuk and others, ships to customers in over 50 countries and needed a reliable way to keep buyers informed about order and delivery status to prevent disappointment and reduce pressure on its call centers.

Deckers implemented Plivo’s application-to-person SMS—giving each brand its own number and sending automated shipment updates via a simple API that was live in about a week. The solution reduced track‑package calls by 15–20% year‑over‑year, cut support costs (SMS contacts cost less than 0.5% of a phone call), and improved customer experience while reducing developer and call-center workload.

Deckers Brands

Jacob Martinez

Project Manager