With a large team of employees working a variety of shift-based patterns in its warehouse and delivery operations, Ocado must be able to contact staff quickly and easily to determine availability for overtime, holiday and shift changes.

Communicating with customers is equally as important and Ocado were eager to adopt a communication method that would allow them to engage with their customers, informing them directly, quickly and easily of delivery details and updates.

In order for the online grocer to communicate effectively with both staff and customers, Ocado sought an SMS-based service, which would fit with its existing processes. Ocado selected Esendex, for both its experience and intuitive application platform.

A spokesman explains:

Ocado uses two of Esendex’s business SMS solutions. For customer services, Esendex provides an automated service, which involves a send-only SMS service. The Ocado order system texts the customer at the appropriate time with a delivery notification, update or opportunity to change their grocery order.

Internally, Ocado use a two-way SMS service, whereby resource planners have direct access to the application to plan shifts, overtime and holiday cover. For example, planners can text large groups of staff members to ask who wants overtime and staff can then reply on a first-come, first-served basis.

Since using the Esendex SMS API service, Ocado has seen vast improvements in internal communications and operational planning. Resource planners can now communicate with vital warehouse and delivery department staff effectively and directly, channelling important messages involving staffing changes or cover.

Furthermore, Ocado has propelled its customer service onto a new level. With the power of text, Ocado is able to talk to its customers and deliver the reassurance that their goods will be delivered on time as promised.