With customer expectations on the rise, Deckers Brands leveraged Plivo’s cloud communications platform to send SMS shipment updates across all four of their brands — Teva, Sanuk, Ahnu, and UGG — in 50 countries.

Here’s what they saw:

• Empowered customers: 15-20% fewer track-package calls relieved pressure on the call center
• Improved efficiency: for every call saved, Deckers sends ~3,000 SMS messages
• Seamless adoption: with a simple API and great documentation,​ implementing Plivo only took a week

As Deckers learned, proactive customer communication is critical for customer loyalty, and one of 10 ways we identify to improve customer engagement. Get the guide to read the other nine.