Case Study: Rappi achieves secure, rapid growth and stronger customer trust with Twilio and SendGrid

Rappi boosts rapid growth and customer trust using Twilio

Rappi, the Bogotá-based delivery super app, needed a secure and scalable way to communicate with customers, couriers, and support teams as it expanded rapidly across Latin America. Using SendGrid alongside other Twilio communication tools, Rappi also needed reliable email-based messaging to support order updates, re-engagement, and customer service while protecting user privacy.

SendGrid helped Rappi deliver secure, timely email communications as part of a broader messaging strategy, supporting order confirmations and reactivation campaigns at scale. The result was faster, more trusted customer communication across 220 cities in Latin America, with the business handling about 160M monthly SMS messages and 1.4B yearly emails overall.

Rappi

Juan Pablo Ortega

Co-Founder