How GoShare solved driver communication challenges with Sinch and Zoho CRM

Since it started in 2015, GoShare has evolved from a consumer-focused delivery service into a full-scale third-party logistics provider. Its network of over 40,000 independent drivers operate in 35 states and move everything from small packages to large cargo.

For Sean Peek, GoShare’s Vice President of Operations, keeping communication seamless between drivers, customers, and the operations team is essential. But as the company grew, so did the challenges with their existing SMS system.

The biggest issue was frequent downtime (sometimes lasting hours or even days). On top of that, the system didn’t integrate with Zoho CRM and lacked a unified dashboard for the customer service team to track conversations.

When SMS outages started disrupting delivery scheduling, Sean knew they needed a better solution.

“If we can’t communicate with drivers, we can’t schedule deliveries, and that brings our business to a halt,” he explained.

To streamline driver communications, GoShare turned to Sinch Engage’s SMS service and integrated it with Zoho CRM.

“The easy integration with Zoho and the ability to see all text messages on one dashboard were key features that sold me on Sinch Engage,” Sean said. “It worked right out of the box, and I was able to set it up myself.”

With the new SMS platform in place, GoShare improved communication across several key areas:

• New driver onboarding – Sending essential training and setup information
• Real-time assignment updates – Keeping drivers updated about their deliveries
• Efficient dispatching – Quickly coordinating driver schedules

They also started using SMS to engage customers with promotional codes and project updates, further enhancing the experience on both sides.

Since adopting Sinch Engage, GoShare has transformed the way they manage operations.

“The uptime and detailed reporting have been game-changers for us,” Sean said.

Each week, he pulls reports to track trends and compare them to ongoing projects. One key metric he monitors is what he calls customer service activities — everything the support team handles relative to the number of projects. It helps him coach agents and refine their processes.

Looking ahead, Sean plans to expand GoShare’s use of SMS by adding automated messages for unfilled projects to speed up dispatches.

“Sinch Engage solved our issues and has been a reliable partner for two years,” Peek says. “We’re finding even more ways to use SMS to enhance operations. It’s going to boost ROI because it gives us instant access to our customers.”