Case Study: Porter boosts notification engagement and cuts SMS costs with Sendbird

Porter improves open rates and saves significant SMS costs migrating to Sendbird Notifications

Porter, one of India’s leading logistics companies, needed a better way to communicate with its rapidly growing base of driver-partners. As messages shifted across push, SMS, and WhatsApp, the team found that important transactional, operational, and marketing updates were often unread, costly to send, and still generated support calls. Porter chose Sendbird’s Business Messaging and in-app notifications service to create a more persistent, accessible communication experience inside its app.

With Sendbird, Porter migrated core operational and transactional messages from SMS to in-app notifications, creating a dedicated place for drivers to view and revisit messages anytime. The implementation saved significant engineering effort and cut operational costs by 30%, while driving a 78% message open rate and a 96% delivery rate. Porter also expects fewer contact center calls as Sendbird helps improve engagement and make notifications easier to find and act on.

Porter

Apurva Shetty

Product Manager