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Uber Enhances Ridesharing Experience with SMS & Voice
Technology Category
- Analytics & Modeling - Real Time Analytics
- Networks & Connectivity - 5G
Applicable Industries
- Telecommunications
- Transportation
Applicable Functions
- Logistics & Transportation
Use Cases
- Driver Performance Monitoring
- Real-Time Location System (RTLS)
The Challenge
Uber, a global network of everyday and luxury cars, was facing a challenge in keeping its riders up-to-date on the status of their driver request. Despite having a text communication strategy in place, the quality of customer experience was not up to Uber's standards due to issues with its existing hosting providers. The fast delivery of notifications was critical as customer transactions happened in real time. A delay in text message delivery of more than a minute could leave a customer waiting for a ride they didn't know was cancelled or unaware that their ride had arrived. Uber needed a reliable solution to deliver the level of communication its service demanded.
About The Customer
Uber is a global ridesharing company that operates in over 58 countries and 400+ cities worldwide. Founded in 2008 and headquartered in San Francisco, CA, Uber's mission is to provide transportation as reliable as running water, everywhere, for everyone. Uber offers a mobile experience that allows any customer to request a pickup. Customers are kept up-to-date with text messages as the status of their request changes - when a driver accepts the request, when the driver is less than a minute away, and if the ride has been cancelled for any reason.
The Solution
Uber turned to Twilio for superior delivery of its business-dependent text messages. Information about the driver, including their star rating, phone number, and how far away they are, is sent via Twilio supported text message. This ensured fast and reliable delivery of notifications to customers. Furthermore, with communication running smoothly on Twilio, Uber could focus on leveraging the technology to expand its operations. Twilio's ability to scale deliverability internationally was crucial for Uber's growth. Twilio provided Uber with communications that covered all the countries and cities where it operates, aligning with Uber's vision of expanding to major cities globally.
Operational Impact
Quantitative Benefit
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