The Opportunity
Weather conditions in Texas make it crucial for customers to receive their perishable foods on time. Hungryroot was seeking a fast and reliable delivery partner to improve the delivery experience for their local customers. As an added benefit, Hungryroot had the opportunity to test how 2-way SMS communication improves customer satisfaction by enabling customers to provide specific delivery instructions. 2-way SMS communication is a unique differentiator in the parcel space that empowers customers by giving them more control over their post-purchase experience.
The Partnership
Hungryroot decided to partner with Veho in Houston, Austin, and Dallas Fort Worth. The new partnership yielded significant improvements and a meaningful reduction in credits and refunds, even during the warmest months of the year (June-August)compared to previous, cooler months. Hungryroot has since expanded with Veho into Oklahoma City and the team is further expanding into additional regions.
The Results
By partnering with Veho, Hungryroot reduced credits and refunds by 25% while increasing customer satisfaction. This 25% reduction was realized during the 90-degree-plus months of June-August: the most challenging time of year to deliver fresh food.
The customer experience is critically important to us. By partnering with Veho we are able to improve the delivery experience, materially reduce credits and refunds, and increase the customer's overall satisfaction with our service. Veho is more than a carrier for us, they are a strategic partner that enables us to improve on key business metrics.
- Isaac McCracken, Hungryroot Transportation Manager
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