Twilio technology helps Delivery Hero cut delivery friction by over 60%

Twilio has strengthened its presence in the global delivery ecosystem by supporting Delivery Hero in reducing last-mile delivery friction, improving customer reachability, and lowering support escalations at scale. The communications platform provider confirmed that its programmable voice technology is now being deployed across Delivery Hero’s operations, addressing one of the most persistent challenges in on-demand delivery, reaching customers reliably at the point of handover.

Delivery Hero operates in around 70 countries across four continents and manages 11 consumer-facing brands, including foodpanda, talabat, foodora, HungerStation, and PedidosYa. Its platform supports millions of customers every day, with more than 10 million orders fulfilled daily by a globally distributed rider network. At this level of scale, small inefficiencies during delivery handover can quickly escalate into delays, higher operating costs, and diminished customer satisfaction.

By automating customer outreach at the point of delivery, Delivery Hero recorded a 25% reduction in overall rider contact rates and more than 60% fewer rider-to-agent escalations in scenarios where customers were unavailable. In Spain alone, automated voice calls achieved customer answer rates of 65%, demonstrating the impact of timely, localised communication during final delivery.

Addressing last-mile delivery challenges at scale

The final stage of delivery has long been a source of friction for logistics and delivery platforms. When customers cannot be reached at the doorstep, riders often encounter delays, language barriers, and extended wait times for customer support assistance. In many markets, this has also required riders to rely on personal phones, introducing privacy, regulatory, and cost concerns.

Delivery Hero identified the need for a more reliable and compliant approach to customer communication at the final handover. Failed deliveries not only disrupt the customer experience but also create operational waste, particularly when goods cannot be reused or rerouted efficiently.

To address these issues, Delivery Hero integrated Twilio’s programmable voice capabilities directly into its rider app. The solution combines automated interactive voice response workflows, global phone number pooling, and text-to-speech technology to create a consistent delivery communication experience. Riders can trigger automated calls with a single tap, ensuring customers are contacted at the right moment without manual intervention.

Calls are delivered from local phone numbers and in the customer’s preferred language, increasing the likelihood of successful contact. This approach removes the need for riders to use personal devices, helping to protect privacy, eliminate personal call costs, and ensure compliance across multiple markets.

Scaling local trust through automated voice communication

A central factor behind the system’s effectiveness is its emphasis on local trust. Customers are more likely to answer calls that appear familiar and relevant, particularly when delivered in their preferred language. The automated voice experience allows customers to confirm availability or cancel deliveries directly, without the need to speak to a live agent.

The IVR workflows were developed using Twilio Studio and integrated into Delivery Hero’s existing infrastructure. From initial development to large-scale deployment, the solution was rolled out in under three months. It now supports thousands of automated calls each day across dozens of markets and languages, enabling Delivery Hero to maintain consistency while adapting to local requirements.

The deployment demonstrates how a single communications framework can be built once and scaled globally, while still delivering market-specific experiences. By embedding automation at critical moments in the delivery journey, Delivery Hero has reduced dependency on support teams and improved operational efficiency without slowing riders down.

Measurable gains across operations and customer experience

Beyond reducing missed deliveries, improved customer reachability has delivered measurable operational benefits. Support ticket volumes have declined, operating costs have been reduced, and delivery reliability has improved across multiple markets.

In Spain, data from automated calls has also provided insights into customer contact quality. The high answer rates have helped identify invalid phone numbers and informed improvements to future one-time password validation processes, contributing to more accurate customer data and smoother deliveries.

Through this deployment, Twilio and Delivery Hero are positioning automated, compliant, and scalable communications as a core component of modern delivery operations. By focusing on the final moments of the customer journey, the two companies aim to ensure that delivery interactions are more predictable, efficient, and resilient, even at global scale.