Roadie and The Home Depot have partnered since 2018 to provide same-day delivery via passenger vehicles to Home Depot consumers and pros. It’s been a growing relationship ever since — such a successful one, in fact, that The Home Depot made a significant investment in Roadie during its Series C funding round in early 2019.
Just a year later, on March 11, 2020, the World Health Organization (WHO) declared an outbreak of the novel coronavirus COVID-19 to be a global pandemic. “Business as usual” ended abruptly for brands all across the world, and organizations of all kinds found themselves scrambling to address a new reality — one in which most people were trying to stay home and away from each other. Over the next 10 days, more than ten states issued “stay at home” orders to millions of residents and the U.S. Department of Homeland Security (DHS) established a list of industries and workers deemed “essential” to fighting the pandemic.
Unsurprisingly, same-day delivery demand spiked dramatically across all essential service categories, including grocery, pharmacy, medical and home supplies. What had previously been largely a service of convenience had become an essential public service.
Fourteen days after the WHO’s announcement, demand for delivery from The Home Depot had spiked 500%. Shoppers needed supplies to disinfect their homes, but they also needed tools and supplies for home repair and DIY projects. With most consumers practicing social distancing and remaining at home, those projects appeared to become a higher priority. Demand for large and oversized deliveries jumped more than 20%.
The Home Depot needed to quickly scale car delivery service with Roadie at the 685 stores where they already offered it. Simultaneously, they wanted to quickly launch Roadie delivery for the first time in 263 stores in order to reach more of their customers during such an urgent time — all while making immediate, radical changes to its store procedures and delivery operations to ensure the safety of its employees, drivers and customers.
Roadie was able to enable The Home Depot to respond quickly, giving drivers and end customers the information and tools they needed to stay safe during the crisis and helping The Home Depot meet the intense demand for home improvement supplies.
With only 24 hours notice, Roadie was prepared to launch car delivery service to all 263 new stores. Its driver supply was able to scale in real-time with only organic driver growth, meeting The Home Depot’s surging demand with >99% on-time-delivery. The Home Depot continued working with Roadie to ramp up an additional 39 stores between April 3 and April 15.
In the first two weeks of the crisis, Roadie proved its value proposition — giving The Home Depot almost unlimited flexibility and scalability with the same, if not better, reliability compared with fixed-asset solutions.
In fact, Roadie demonstrated how well its service performs under pressure — the higher demand for delivery has only fueled driver engagement and improved every business metric for its same-day delivery program.
The global crisis related to COVID-19 is evolving rapidly, but it’s safe to say that The Home Depot’s partnership with Roadie made it more resilient in a time of great uncertainty.