Case Study: Deliveroo achieves a $2B valuation and scalable, customer-obsessed communications with Twilio

From a team of 2 to $2 billion—Deliveroo’s growth is fueled by customer service

Deliveroo grew from a two-person London startup to a global food-delivery leader in six years, but that rapid scale depended on flawless communication across restaurants, riders, customer service and both app- and web-based customers. The company needed fast, reliable, privacy-preserving ways to send order and delivery notifications, handle voice interactions and secure payments — plus a way to reach first-time, web-only users who couldn’t receive in-app notifications.

Deliveroo built a communications foundation on Twilio — using programmable SMS, Programmable Voice and masked numbers, Verify/Authy for payments, and a WhatsApp integration rolled out in two weeks — to deliver secure, multi-channel notifications and customer support. The result was higher engagement (WhatsApp opt-ins around 25%), faster development cycles, improved customer privacy and trust, and a scalable platform that supported expansion to 80,000+ restaurants, 60,000+ riders across 14 markets and helped drive the company toward a $2 billion valuation.

Deliveroo

Aimee Ruddy

Product Manager