Reliable, Efficient, Scalable: How GoShare Enhanced Driver Efficiency and Customer Engagement with Sinch MessageMedia
GoShare, often referred to as the “Uber of logistics,” provides third-party logistics solutions, including last-mile delivery, less-than-truckload (LTL) shipping, and courier services. With a network of over 35,000 independent drivers, GoShare handles everything from small packages to large cargo. Founded ten years ago, the company has evolved from primarily serving consumers to focusing on B2B clients, which now constitute 65% of its business.
And GoShare’s evolution is happening quickly. In fact, GoShare was named one of the fastest-growing companies in North America on the 2023 Deloitte Technology Fast 500. Sean Peek, Vice President of Operations at GoShare, oversees the company’s operations and technological integrations.
GoShare faced several challenges in managing its logistics and communication, especially as the business grew. Peek identified the need for a more reliable and efficient system to communicate with both customers and drivers. The existing SMS setup lacked integration with Zoho CRM and GoShare experienced frequent SMS downtime which could take hours or days to resolve. SMS downtime meant no communication with drivers to schedule deliveries – an instant halt to GoShare’s business. Peek sought a reliable SMS solution that would streamline communication, provide accountability through reporting, and ensure uptime, ultimately moving GoShare’s business forward.
“I needed the team of 20-25 agents to be able to see all the text messages on one dashboard, and then, of course, uptime,” said Peek.
To address these challenges, Peek implemented Sinch MessageMedia’s SMS integration with Zoho CRM. This solution enabled seamless communication across all touchpoints, from onboarding new drivers to sending updates on delivery projects. Peek highlighted the versatility of SMS in their operations: “For new drivers, we use SMS to guide them through every step of the onboarding process. For ongoing projects, we send SMS updates to drivers about their assignments, ensuring they have all the necessary information.”
GoShare also utilizes SMS for customer interactions, sending promotional codes, updates, and requesting project details. The integration with Zoho CRM allows bulk messaging, essential for dispatching drivers efficiently. Peek emphasized, “The easy integration with Zoho and the ability to see all text messages on one dashboard were key features that sold me on Sinch MessageMedia. Out of the box that just worked, I was able to set it up myself, and for any questions I’ve had, support has been great every time I’ve reached out.”
“It was critical for us to have a solution that worked immediately and integrated well with our existing systems. Sinch MessageMedia provided exactly that.”
Sean Peek, Vice President of Operations
Since integrating Sinch MessageMedia, GoShare has experienced significant improvements in communication efficiency and overall operations. The reporting capabilities provided by the integration allow Peek and his team to track the productivity of their customer service agents and drivers. “The uptime and detailed reporting have been game-changers for us,” Peek noted, “I’ll pull reports every week to see what kind of trends are happening compared to how many projects I’ve got. One of the numbers I’ll look at is what I call customer service activities: everything the customer service team does compared to how many projects I have, and it helps with coaching agents.”
Sinch MessageMedia’s reliability has minimized downtime, ensuring smooth operations and quick resolutions to any issues, and Peek uses SMS in conjunction with email and phone calls, saying “If it’s on the customer side, I might do more phone calls, but on the driver side I usually default to SMS first. If it’s something that is immediate, it’s going to be an SMS. If it’s something that I really want a paper trail, it’s going to be an email and might also be an SMS.”
The decision to choose Sinch MessageMedia was driven by its out-of-the-box functionality, eliminating the need for resource-consuming development. Peek remarked, “It was critical for us to have a solution that worked immediately and integrated well with our existing systems. Sinch MessageMedia provided exactly that.”
“The uptime and detailed reporting have been game-changers for us.”
“The integration with Zoho and the ability to see all text messages on one dashboard were key features that sold me on Sinch MessageMedia.”
Sean Peek, Vice President of Operations
Peek and GoShare are happy with the results of using Sinch MessageMedia’s SMS integration. The platform has streamlined GoShare’s communication, improved accountability, and provided essential data for operational insights.
Looking ahead, GoShare plans to expand the use of SMS, potentially integrating automated messaging for unfilled projects to ensure timely dispatches. Peek summed up his experience: “Sinch MessageMedia fixed our issues and has been a reliable partner for two years. We’re looking at even more ways to utilize SMS to enhance our operations,” and he recommends SMS to companies seeking communication ROI, “It’s going to make a difference in your ROI, because it’s instant access to your customers.”
“Sinch MessageMedia fixed our issues and has been a reliable partner for two years. We’re looking at even more ways to utilize SMS to enhance our operations.”
Sean Peek, Vice President of Operations
GoShare serves as a vital delivery partner for businesses of all sizes, providing adaptable 3rd party logistics solutions that include efficient last mile delivery, LTL shipping, courier services and the seamless transfers of goods between warehouses and stores.
Customer
GoShare
