Exotel helps Ola protect customer privacy

Running their day-to-day business via phone calls

Problem
Ola’s business is heavily dependent on customer communication via calls & SMS. They needed to provide their drivers with a calling solution that would simplify communications between the driver and rider. They also needed a solution that they could easily track, scale and rely on.

Solution
Using Exotel’s cloud telephony solution was the answer to Ola’s problems. Ola’s drivers could now easily call customers using Exotel’s virtual numbers. Exotel allowed drivers to connect with customers with just a simple click of a button.

Gradually, Ola kept expanding its operations all over India using Exotel’s solutions. Exotel’s call solutions are now powering calls in all the 100 cities that Ola operates in. When an Ola cab is booked, all communications with the driver happen via Exotel on both sides. Also, in case of emergencies, the Ola managers could now listen to the call recordings to hear what happened between the driver & the customer and accordingly take suitable action.

Maintaining Customer Privacy

Problem
Protecting the privacy of customers has become imperative in almost every business. It’s a precautionary step most businesses are willing to take. Ola too wanted to protect the privacy of its customers.

Solution
The best way for them to do this was to hide the numbers of their customers. Exotel did just that for them. Using a virtual number provided by Exotel, Ola’s drivers could now call their customers without being able to see their number.

Impact
Ola’s customers now feel a lot more safe because the cab driver doesn’t know their number.

Driver training feedback via IVR solutions

Problem
Ola wanted to train their drivers in between cab rides. While videos are used for training them, getting feedback on whether or not they understood the training was difficult to gauge. They would have had to individually call and check this. Therefore, Ola wanted a smarter way to capture this information.

Solution
Exotel’s IVR solution helped get feedback on the training the drivers received.
Result
Ola could now tell whether the drivers actually understood the training module or not. What’s even better, they could call back only those drivers that didn’t understand the module or had queries about the same.

Driver updates & engagement via automated IVR calls and SMS

Problem
Ola wanted to inform drivers about the new features introduced from time to time or the offers running during a particular period. They also wanted a way to remind drivers that haven’t logged in, to log in. Of course, telling drivers individually was completely out of the question. Ola was looking for an easy & smart solution for the same.

Solution
Exotel’s automated IVR calling helped Ola inform the drivers about the new features and offers they had. Ola’s drivers now knew of offers & features as and when they were rolled out. This also solved the problem of drivers not logging in after registering.
Result
Ola could now tell whether the drivers actually understood the training module or not. What’s even better, they could call back only those drivers that didn’t understand the module or had queries about the same.