Case Studies > BlaBlaCar: Enhancing Rideshare Experience and Minimizing Driver No-Shows

BlaBlaCar: Enhancing Rideshare Experience and Minimizing Driver No-Shows

Technology Category
  • Automation & Control - Human Machine Interface (HMI)
  • Networks & Connectivity - 5G
Applicable Industries
  • Telecommunications
  • Transportation
Applicable Functions
  • Logistics & Transportation
  • Sales & Marketing
Use Cases
  • Last Mile Delivery
  • Real-Time Location System (RTLS)
About The Customer
BlaBlaCar is a leading long-distance carpooling platform that connects drivers and passengers heading towards a common destination. The platform boasts of a robust user base of 65 million members and operates in 22 countries. The success of the company heavily relies on a reliable communication system that ensures seamless interaction between drivers and passengers. The platform has been facing challenges with message delivery and network coverage, which has been a source of customer complaints and negative user reviews. The company has been seeking a reliable partner with global coverage and omnichannel communication capabilities to improve its customer experience.
The Challenge
BlaBlaCar was grappling with the challenge of improving its customer experience and minimizing customer complaints. The company had previously made efforts to address message delivery and network coverage issues, but the problem persisted. There were instances where notifications about ride cancellations by drivers failed to reach passengers, leading to customer dissatisfaction and negative reviews. Additionally, a significant number of users in Russia and Ukraine expressed the need to communicate with BlaBlaCar via Viber. The company was therefore in search of a reliable partner with global coverage and omnichannel communication capabilities that could integrate SMS, Viber, and other preferred user channels. The ultimate goal was to enhance transactional notifications and significantly improve the customer experience.
The Solution
BlaBlaCar partnered with Infobip to leverage its web interface for sending real-time notifications to passengers via Viber. The ridesharing company also incorporated SMS as a backup option to ensure message delivery even in the absence of an internet connection. The company now uses Viber and SMS to send service notifications such as booking confirmations, booking status, and last-minute ride requests to both drivers and passengers. The two channels also facilitate user opt-out options and the delivery of one-time PINs to new users during registration. With Infobip's web-based interface, BlaBlaCar's support team can track real-time message delivery statuses and respond promptly to delivery errors. This solution provides the company with high-end communication options without the need for extensive development resources.
Operational Impact
  • The introduction of new communication channels through Infobip has significantly improved BlaBlaCar's customer experience and user engagement. The reliable network provided by Infobip has drastically reduced message delays and delivery errors. The web-based interface has provided BlaBlaCar's support team with access to in-depth analytics and key metrics around their messaging, leading to a reduction in customer complaints and faster resolution times. The company has also been able to respond swiftly to market challenges, as evidenced by the successful reactivation of churned drivers in France following a major transportation strike. The introduction of Viber as a new communication channel has led to positive feedback on social media and an increase in successful message deliveries. The two-factor authentication (2FA) option has also enhanced security during user registration.
Quantitative Benefit
  • Significant decrease in message delays and delivery errors
  • Reduction in customer complaints
  • Faster time to resolution

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