Exotel helps PepperTap protect customer privacy

PepperTap ‐ The story

PepperTap was founded with the idea of delivering quality products at the convenience of the customer. It was born as a result of a personal pain point. Milind Sharma’s 6 day long weeks at work left him no time to go shop for groceries. This led to the birth of PepperTap.

The problem

PepperTap’s business model relies heavily on ensuring every customer order is delivered with impeccable precision. Ensuring customer satisfaction is also one of PepperTap’s primary goals. So, setting up a customer support number was imperative. Initially, their call center had about 5 to 7 members taking over 200 to 300 calls a day.

Milind and Navneet then wanted to scale their business and ensure delivery within a span of 2 hours. Having been in logistics previously, they were absolutely sure they could master that aspect. As they began to scale their business, Milind recognized the need for a better way to scale and handle their customer calls.

They also wanted to make it easy for the delivery boys to call their customers while maintaining the customer’s privacy.

Working with Exotel

Exotel’s number masking was the answer to PepperTap’s problem – Peppertap added a simple “click to call” button in their app. Using this, their delivery personnel could call their customers without knowing their phone number.

Read more about it here

Exotel’s plug and play system allowed them to get setup within an hour. “The IVR flow was very easy for us and was very simple to customize”, says Milind. As soon as Peppertap signed up for Exotel, they created an SMS template that was ready to go live in a matter of minutes.They were able to quickly send SMSes and setup IVR flows as per their convenience.

Growth with Exotel

From a company with a 5 to 7 member call center model, Exotel has helped Peppertap expanded to over 15 cities with about 3,000 people on the ground. Peppertap is working with over 200‐300 retailers to deliver products within a span of 2 hours, and Exotel is helping them achieve this timely delivery. Their plan is to move from 2,500 bikers to about 10,000 bikers leveraging Exotel’s services.