FleetPulse
Number masking and delivery SMS lifted customer satisfaction from 78% to 94%
FleetPulse solved driver privacy and customer communication with CloudVNO Number Masking, SMS delivery updates, and Voice API — handling 200k+ masked calls per month.
The Challenge
Drivers refused to share personal numbers and customers couldn't reach them
FleetPulse operates a last-mile delivery platform across 12 cities. Customers needed to reach drivers for delivery coordination — gate codes, access instructions, alternative drop points — but drivers strongly objected to sharing personal mobile numbers with strangers. The previous workaround was routing calls through the support team, which created a bottleneck: support agents were spending 60%+ of their time relaying messages between customers and drivers on active deliveries. Customer satisfaction scores were averaging 78%, with complaints almost entirely centered on communication gaps and inability to reach drivers. Meanwhile the operations team had no visibility into whether drivers were actually responding to customer messages or ignoring them.
The Solution
Number masking for driver privacy, automated SMS delivery updates, two-way calling
CloudVNO Number Masking creates a temporary masked bridge number for each active delivery. Customers receive a masked number they can call or text — the call or message routes to the driver through CloudVNO's Voice API without either party ever seeing the other's real number. The masked number expires automatically when the delivery is marked complete, eliminating any ongoing contact risk. Alongside masking, FleetPulse deployed automated SMS delivery updates via the CloudVNO SMS API: customers receive proactive ETA notifications when the driver is 30 minutes out, 10 minutes out, and upon delivery confirmation. Two-way SMS lets customers reply with delivery instructions that route to the driver's app without a phone call.
Products used
The Results
Measurable outcomes
- Customer satisfaction score rose from 78% to 94% within 60 days of launch
- Support ticket volume for 'where is my order' calls dropped 41%
- Platform now handles 200,000+ masked driver-customer calls per month
- Driver retention improved — privacy concerns around personal numbers were the top cited reason for leaving
- Operations team gained full call and message logs per delivery for quality monitoring
“Number masking solved our driver privacy problem overnight. Drivers stopped refusing deliveries over the phone number issue, and our support ticket volume dropped 41% in the first month.”
Sofia Mendes — COO, FleetPulse
Connect customers and drivers without exposing personal numbers
CloudVNO Number Masking creates masked, expiring bridge numbers for every interaction. Protect privacy at 200k+ calls per month.