Case Study: Instacart achieves faster, seamless grocery delivery with Twilio

Instacart’s On-Demand Grocery Service Brings Home the Bacon for Thousands of Happy Customers

Instacart, the on-demand grocery-delivery service, needed a way to dispatch orders quickly and keep customers and shoppers connected as it scaled its hour-or-less delivery promise. To solve this challenge, Instacart turned to Twilio and used Twilio SMS notifications, masked numbers, chat, programmable voice, verification, and email to support communication across its platform.

Twilio helped Instacart automate order confirmations, delivery ETA updates, shopper alerts, customer surveys, and shift notifications, while also enabling secure two-way communication between customers and shoppers. As a result, Instacart expanded to 20 states and 375 cities, maintained one-hour deliveries, and reduced the time between shopper notifications and order acceptance to under 11 minutes.

Instacart

Max Mullen

Co-Founder