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

Rappi boosts rapid growth and customer trust using Twilio

Rappi, a Bogotá-based on-demand “super app” that lets users order food, groceries, cash and personal services, needed a fast, secure way for customers, couriers (Rappitenderos) and agents to communicate without exposing personal phone numbers — and to authenticate users and curb fraud as the company scaled across Latin America. With millions of orders daily and ambitions to add financial services (Rappi Bank), the team also needed communications that could be built and iterated quickly to preserve speed-to-market and protect user privacy.

Rappi implemented Twilio’s suite — Programmable Messaging and SendGrid for notifications and re-engagement, Proxy and Programmable Voice to mask numbers and enable in-app calls, Verify for SMS authentication, and Studio for rapid prototyping — creating secure, scalable workflows. The result: safer, private interactions that reduce harassment and support escalations, faster feature development and rollout, stronger user verification to fight fake accounts and fraud, and the communications foundation to accelerate growth and launch services like Rappi Bank.

Rappi

Juan Pablo Ortega

Co-Founder