Case Study: Roadie achieves scalable multichannel support and faster response times with Ubiquity

Ubiquity helps ‘Uber’ of package delivery meet surging demand with tiered service delivery from multiple geographies

Roadie, a crowdsourced package delivery service, experienced exponential growth but struggled to scale its in-house customer support team. Uncertain about outsourcing, the company engaged vendor Ubiquity for a proof-of-concept project handling email support.

Ubiquity implemented a multitiered support solution, managing email, voice, and SMS channels for both drivers and customers, plus a dedicated white-glove team for B2B partners. Ubiquity developed custom agent profiles, quality scorecards, and specialized training to drive success. As a result, Roadie achieved a 95% quality score across channels, a 49% reduction in call abandonment, and a 16% faster average handle time.

Roadie

Matt Finger

Head of Customer Experience