Case Study: Shipt achieves rapid scaling to meet surging demand and triples IT support speed with Slack

Shipt scales its delivery ecosystem to meet growing demand with Slack

Shipt is a same‑day grocery and essentials delivery service that saw orders nearly triple during the COVID‑19 pandemic. Faced with the need to rapidly scale its shopper network, launch contactless delivery and PPE distribution, and coordinate support across members, shoppers, retailers and partners — all while shifting to remote work — the company needed faster, more secure cross‑functional communication.

Shipt centralized on Slack — using channels, Workflow Builder, Slack Connect and integrations (Zendesk, Zapier, Google Drive, Okta, etc.) plus custom bots and emoji‑triggered workflows — to automate processes, surface expertise and collaborate with 120+ retail partners in real time. The change tripled internal IT support speed, cut hold times for shopper support, enabled broad adoption (about 100,000 messages/day, 100 workflows used by 500+ employees, 78% of users leveraging apps) and helped Shipt scale across 5,000 cities to reach roughly 80% of U.S. households.

Shipt

Chayse Porter

Senior Director