Every Driver Understood: How DeliverThat Supports Spanish-Speaking Drivers with Sanas
Real-Time Spanish Support for a Growing Driver Base
DeliverThat supports restaurants and delivery drivers through a Zendesk-based contact center that handles both inbound and outbound calls. With Sanas Language Translation, its English-speaking agents talk with Spanish-speaking drivers in real time. By May 2026, DeliverThat was using Sanas in production on its outbound driver calls, and drivers were responding positively to the experience.
The Challenge
Spanish-speaking drivers had become DeliverThat’s fastest-growing driver population, but its bilingual coverage was limited. Over three months, the company handled roughly 500 Spanish or bilingual calls and 2,500 minutes of them a month.
When a Spanish-speaking driver called, the driver had to wait for a bilingual agent, be transferred, or move the conversation to text translation, and some calls simply ended. A small bilingual team had become the only route to voice support for a fast-growing part of the driver base.
DeliverThat needed a way to:
- Let English-speaking agents talk with Spanish-speaking drivers in real time
- Stop relying on a small bilingual team as the only path to support
- Work inside the Zendesk calling setup its agents already use
- Keep restaurant and brand names exactly as they are
Why DeliverThat Chose Sanas
Sanas Language Translation runs in the workflow DeliverThat’s agents already use. The team selects it within its existing Zendesk calling setup, so agents have no new platform to learn.
The translation is also tuned to DeliverThat’s own conversations. The team supplied its terminology and sample calls, and set which words should never be translated, such as restaurant and brand names. DeliverThat’s Operations Manager reviewed early calls and found that the English-to-Spanish direction matched exactly what agents need for driver conversations.
“English-to-Spanish translation is very clean and smooth for the conversations our agents need to have with drivers.”Operations Manager, DeliverThat
How Sanas Helps
Between February and April 2026, DeliverThat brought Sanas into its driver outreach. It started with outbound calls, where agents contact drivers with good news such as another available delivery. Agents open each call by explaining that translation technology is in use, which sets clear expectations from the first sentence. DeliverThat kept refining its glossary as it reviewed calls, and its bilingual agent continued to handle inbound Spanish calls.
The Impact
By May 2026, DeliverThat was using Sanas Language Translation in production on its outbound driver calls, and its Operations Manager reported that outbound use was going very well. Drivers confirm they can understand the agent, often chuckle, and describe the experience as cool.
“We use Sanas Language Translation in production for our outbound driver calls. When we tell drivers we’re using translation, they understand us and respond positively.”Operations Manager, DeliverThat
DeliverThat has also agreed to show its workflow live to another company that is considering Sanas. Inbound Spanish calls are the natural next step as volume grows beyond what its bilingual coverage can handle.
Conclusion
- Sanas Language Translation in production on DeliverThat’s outbound driver calls since May 2026
- English-speaking agents talk with Spanish-speaking drivers in real time
- Translation tuned to DeliverThat’s own terminology, with restaurant and brand names unchanged
- Runs inside the existing Zendesk calling setup
