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Industry:
Transportation
Founded:
2019
HQ:
New York, NY
Previous provider:
Verizon OneTalk
In a world ruled by instant gratification, consumers today increasingly expect online shopping to rival the in-person experience. And thanks to the delivery speeds of larger corporations like Amazon and Walmart, 75% of consumers today want all online retailers to offer same-day shipping — an expectation many smaller retailers can’t meet.
‍
Fortunately, in 2019, Carry co-founders Jason Ovryn and Aaron Walters noticed this growing appetite for fast delivery. Wanting to bring the same competitive shipping edge to smaller retailers, they launched Carry: a low-cost, same-day delivery service for businesses in New York.
OpenPhone integrations used:
The challenge
‍
Carry aims to differentiate itself from other delivery companies by providing a seamless experience for both clients and end-customers. To ensure high levels of customer service they needed an easy way to provide support to drivers, retail clients, and end customers.
‍
This meant that all drivers would need their own phone lines to be able to call and text customers directly, and in order to scale operations, their system would have to be able to send clients delivery updates and details automatically.
‍
Jason and his team faced limitations with Verizon OneTalk — which was both expensive, and lacked important functionalities such as integration capabilities, support for multiple numbers, and web browser access.
Jason Ovryn
Co-founder & COO at Carry
The solution
‍
Jason discovered OpenPhone early on, and found it perfectly suited for Carry’s needs. With it, they were able to establish dedicated phone numbers on OpenPhone for the different groups they served. Carry’s drivers seamlessly accessed their own business number through the mobile app. By leveraging the Zapier integration, they automated the sending of text messages to customers after each transaction was completed.
‍
“I can’t overemphasize enough how important it is that we can automate that first initial message in a personalized way. Customers love receiving SMS confirmation the moment they check out,” says Jason.
‍
OpenPhone also enabled team-wide communication and collaboration, allowing multiple team members to be assigned to the same phone number, ensuring that no customer or task is ever left unattended. All teammates on shared numbers could easily access the call and text history, providing them with the necessary information to deliver exceptional service.
‍
“I really love talking about OpenPhone because it’s just that good,” says Jason. “It’s our way of communicating all throughout our organization and outwards.”
The impact
‍
Today, Carry utilizes OpenPhone to streamline customer service, support operations, and keep their team in sync.
‍
One of the most remarkable benefits came in the form of time savings. The automation capabilities allowed Carry to save 2 hours per day by automating the process of sending customers a text message.
‍
In a fast-paced business like Carry, OpenPhone’s invaluable contribution to its operations made it an indispensable tool. “If you haven’t switched to OpenPhone, I definitely recommend doing so ASAP,” says Jason. “It’s a great platform. It’s super convenient, really easy to use, and inexpensive. I couldn’t go on without it — nor could our whole company.”
In a world ruled by instant gratification, consumers today increasingly expect online shopping to rival the in-person experience. And thanks to the delivery speeds of larger corporations like Amazon and Walmart, 75% of consumers today want all online retailers to offer same-day shipping — an expectation many smaller retailers can’t meet.
‍
Fortunately, in 2019, Carry co-founders Jason Ovryn and Aaron Walters noticed this growing appetite for fast delivery. Wanting to bring the same competitive shipping edge to smaller retailers, they launched Carry: a low-cost, same-day delivery service for businesses in New York.
"There are a few apps and services that if we didn't have them, we legitimately couldn't run our business. OpenPhone is one of them."
Jason Ovryn
‍
Carry aims to differentiate itself from other delivery companies by providing a seamless experience for both clients and end-customers. To ensure high levels of customer service they needed an easy way to provide support to drivers, retail clients, and end customers.
‍
This meant that all drivers would need their own phone lines to be able to call and text customers directly, and in order to scale operations, their system would have to be able to send clients delivery updates and details automatically.
‍
Jason and his team faced limitations with Verizon OneTalk — which was both expensive, and lacked important functionalities such as integration capabilities, support for multiple numbers, and web browser access.
Jason Ovryn
Jason and his team knew delivering a high level of customer service required a more robust communication platform.
‍
Unfortunately, Carry’s experience with Verizon OneTalk left much to be desired.
‍
“The functionality was lackluster,” says Jason. “It was an app on iOS, but we weren’t able to do much with it. We certainly couldn’t have integrations, and there was no real way to break down that phone line into different numbers. We also couldn’t access it from the web. That was a nightmare.”
‍
The service also came with far too large a phone bill.
‍
“On month two, we had a $935 phone bill,” says Jason. “I went into the Verizon store and spent the entire next day trying to figure out what was going on. The following day, we switched to OpenPhone.”
‍
Jason discovered OpenPhone early on, and found it perfectly suited for Carry’s needs. With it, they were able to establish dedicated phone numbers on OpenPhone for the different groups they served. Carry’s drivers seamlessly accessed their own business number through the mobile app. By leveraging the Zapier integration, they automated the sending of text messages to customers after each transaction was completed.
‍
“I can’t overemphasize enough how important it is that we can automate that first initial message in a personalized way. Customers love receiving SMS confirmation the moment they check out,” says Jason.
‍
OpenPhone also enabled team-wide communication and collaboration, allowing multiple team members to be assigned to the same phone number, ensuring that no customer or task is ever left unattended. All teammates on shared numbers could easily access the call and text history, providing them with the necessary information to deliver exceptional service.
‍
“I really love talking about OpenPhone because it’s just that good,” says Jason. “It’s our way of communicating all throughout our organization and outwards.”
‍
Today, Carry utilizes OpenPhone to streamline customer service, support operations, and keep their team in sync.
‍
One of the most remarkable benefits came in the form of time savings. The automation capabilities allowed Carry to save 2 hours per day by automating the process of sending customers a text message.
‍
In a fast-paced business like Carry, OpenPhone’s invaluable contribution to its operations made it an indispensable tool. “If you haven’t switched to OpenPhone, I definitely recommend doing so ASAP,” says Jason. “It’s a great platform. It’s super convenient, really easy to use, and inexpensive. I couldn’t go on without it — nor could our whole company.”
Join thousands of businesses already using OpenPhone to communicate better with their customers.
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OpenPhone was issued a successful SOC 2 report and is actively monitored by Vanta.
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