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Uber operates a global network of town cars, and a mobile experience that allows any customer to request a town car pickup. Customers are kept up to date with text messages as the status of their request changes - when a driver accepts the request, when the driver is less than a minute away, and if the ride has been cancelled for any reason.
Fast delivery of customer notifications is critical when the transaction is real-time. A delivery delay of more than a minute can leave a customer standing in the rain waiting for a ride they didn’t know was cancelled. Likewise, if a customer’s town car has arrived and the customer hasn’t received the notification, the customer experience suffers. “We built the Uber experience without Twilio initially,” explains Travis Kalanick, CEO - “and the problem was, people were not getting the high-quality experience we were promising. The kinds of problems we were seeing with other providers, we just haven’t seen with Twilio. I sleep easier, and my engineers sleep easier because we’re not dealing with situations where it’s taking 15 to 20 minutes for a text to be delivered.”
For any growing company, being able to scale deliverability internationally is just as important as scaling domestically. "Uber is now launching in a lot of international markets, and Twilio has helped us scale internationally as we grow as a company" says Curtis Chambers, an Engineering Manager at Uber.
"Our vision of the future is really one of cities, not countries. If there’s a major city somewhere out there, you can be pretty certain Uber is going to be there. Having one telecommunications provider ultimately will cover all the cities and countries we go to - that’s critical for us."
Learn more about how Twilio can provide the solution you need. Twilio is a pay-as-you-go service, but premium support, SLAs, monthly invoicing and dedicated account managers are available for customers above certain usage thresholds.