Dear Valued Partners,
In the past few days, you may have faced some difficulties in your Shyfting journey. While on our mission to improve your experience, we hit a few roadblocks and you felt them too.
You not only deserve a sincere apology, but also deserve to understand why.
Here’s the story of what went down behind the scenes.
The Story
Constant improvement is at the core of our philosophy at Shyft. A few months ago, we planned to massively upgrade our back end booking systems so you can have a reliable, smart and on-time delivery experience.
We built in many cool improvements, like driver route optimization so we drive less and deliver faster, an AI module that plans the best and most efficient routes based on many factors such as traffic, intelligent updates from google maps and a vastly improved driver app so we can be super efficient.
After months of preparation and repeated testing, we commenced migration to the new system.
2nd July
At midnight, we took down our old systems to begin the process of migration, our first major platform migration. By morning, the migration and testing were all successfully completed. Drivers were given refresher training and dispatched to complete the deliveries. It was all going according to plan.
3rd July
Until, it turned out everything was not, in fact, going according to plan.
We realized that there was an issue. The booking engine and logistics engine had failed to synchronize properly. All hell was threatening to break loose. So, an emergency war room session was called. A recovery plan was drawn up. All hands were employed on deck and everyone got to work.
Turns out our summer interns became life savers doing a ton of manual checks and validations.
4th July
Working through the night, by morning we managed to fix the sync issues. The marathon was finally coming to an end and things started to settle down. There were a few other minor bumps along the road, but our adrenalin infused, caffeine powered minds helped overcome them too.
Present
We are currently working to correct a few final things and returning back to hyper-growth mode soon. The worst however, is behind us now.
Bookings and operations have returned to normal and we are all sleeping fine again! We cannot apologize enough for the inconvenience you have faced during this time.
Sometimes, even the best laid plans fall apart and we take full responsibility for not having, better contingency plans.
We promised our self to reach out to every impacted customer, to apologize and make up for any inconveniences. We can do better and we will do better!
So if you were impacted, you will hear from our sales, customer support or account management teams in the coming days.
Thank you for your patience during these turbulent few days. Now that the migration to the newer and better system is complete, you can expect an even more enjoyable and efficient ‘Shyfting’ experience.
Rome wasn’t built in a day, but they were laying bricks every hour. We will continue laying bricks and improving to deliver the best possible customer outcomes and help small businesses win!
-Team Shyft
