Customer Success Story: How BookingBug Improved Their Delivery Metrics and Reduced Support Volume Carly Brantz February 5, 2013 Best Practices, Company // SUMMARIES ?> “Since moving our email to SendGrid, both our delivery and response rates have dramatically improved.” BookingBug is an online booking and reservation tool that also serves as a communication platform for their customers to engage clients and increase usage of the tool to manage and market their businesses. Users rely on BookingBug emails to confirm appointments, send reminders, nurture customer relationships, and promote their offerings. As a result, they send well over 100,000 emails per month on behalf of their customers. However, as their email volume grew, so did their delivery failures, which caused an influx of calls to their customer support team. They realized that they needed to enhance their email infrastructure to better handle large volume email and provide a higher level of deliverability expertise to ensure their emails reached customer inboxes. Their previous provider not only lacked the capability to scale, but couldn’t provide metrics by which to diagnose delivery problems – an issue that inundated their customer service specialists with problems they didn’t have the expertise to solve. Consequently, BookingBug switched to SendGrid – which provided easy integration and the benefit of whitelabeling their emails so customers could have a complete brand experience. Today, BookingBug’s delivery rate is almost 97% and they are looking for new ways to offer more of SendGrid’s functionality and APIs to enhance customer experience. Read BookingBug’s entire case study here.