Rapido Transforms Customer and Captain Engagement
Rapido Case Study
Rapido, a leading bike taxi service provider, partnered with an integrated communication platform in 2020 to manage its growing customer base and streamline communication processes. With over 1 million bike rides daily and 1 billion overall rides across more than 120 cities, Rapido required a robust and scalable solution for customer and captain interactions. The solution brought together lead generation, CRM, messaging, ticketing and secure communication capabilities. It helped support efficient engagement across Rapido’s growing operations.
Transforming Customer & Captain Engagement
Explore how Rapido improved lead generation, customer experience, issue resolution and communication with scalable engagement solutions.
- Introduction
Rapido, a leading bike taxi service provider, partnered with an integrated communication platform in 2020 to manage its growing customer base and streamline its communication processes. With over 1 million bike rides daily and 1 BILLION overall rides in over 120 cities, Rapido required a robust and scalable solution to handle customer and captain interactions efficiently.
- Key Challenges
Rapido faced challenges across lead generation, customer experience, issue resolution, privacy and communication scalability. The growing scale of its operations required efficient systems to manage interactions with both customers and bike captains while maintaining a consistent experience.
- Inefficient lead generation
- Inconsistent customer experience
- Delayed issue resolution
- Privacy concerns during communication
- Communication scalability challenges
- Scope of Engagement
The CPaaS platform provided Rapido with a range of communication and engagement services designed to support lead generation, customer support, captain acquisition, issue resolution and secure interactions.
Missed Call Service
A missed call service enabled interested customers to become leads. These leads were automatically linked with Rapido’s Galaxy PRO CRM through an API, creating a streamlined lead management process.
Bulk IVR and Bulk SMS
The platform facilitated outreach to potential bike captains through Bulk IVR. Interested candidates received a Tiny URL to download the Rapido app or the Rapido captain app.
City Based Numbers
City based numbers enabled customers and captains to contact Rapido regarding grievances or queries, providing accessible communication channels for support.
Galaxy PRO CRM
Galaxy PRO CRM enabled Rapido to handle customer queries effectively through a decision tree. This helped ensure a consistent customer experience across different demographics.
Call Audit Tool
The call audit tool enabled Rapido to evaluate agent performance and generate automated scorecards. This supported high customer experience standards across agent interactions.
Ticketing System
The ticketing system was integrated with Rapido’s click to call service, enabling seamless issue resolution while maintaining agent and customer privacy.
A2P Messaging
The SMS API was used to send payment and wallet related notifications to Rapido customers, supporting seamless and timely communication.
Masked Numbers
The click to call service masked agent and customer numbers, helping maintain privacy and security during communication.
Improving Customer and Captain Engagement
The implementation delivered significant improvements across customer and captain engagement. Lead generation became more efficient through missed call services and Bulk IVR, while CRM decision trees and call auditing supported consistent customer interactions. Integrated ticketing and click to call services enabled prompt issue resolution, while masked numbers supported secure communication.
- Key Achievements
- Efficient lead generation
- Improved customer experience
- Effective issue resolution
- Secure and private communication
- Scalable communication infrastructure
- Impact on Customer and Captain Engagement
The CPaaS platform played an important role in transforming Rapido’s customer and captain engagement. By combining multiple communication services, the solution supported efficient lead generation, improved customer experience, effective issue resolution, secure communication and scalable engagement for Rapido’s expanding operations.
- Case Study Highlights
- Company: Rapido
- Industry: Bike taxi and mobility
- Solution: CPaaS platform
- Use case: Customer and captain engagement
- Key focus: Lead generation and issue resolution
- Technology: IVR, SMS, CRM, ticketing and click to call
- Result: Scalable and secure communication
