AB Taxi's Route to Market Domination
Discover how AB Taxi doubled its revenue by automating customer engagement, achieving a 94% satisfaction rate and expanding its loyalty program.
Client
AB Taxi
Year
2023
Services
Automation & DB Dev
Platform
Make
Project Overview
AB Taxi, a transportation giant, was facing a critical challenge: the need to enhance customer retention and reduce churn. With a vast network of 750+ drivers and operating within the bustling B2C e-commerce space, AB Taxi sought to automate customer engagement to ensure lasting customer relationships and a solidified market position.
Execution
To address these challenges, AB Taxi implemented a multi-faceted automation strategy:
Strategic Customer Incentives:
- Automation was utilized to send out immediate incentives following a negative service experience, directly addressing customer dissatisfaction.
Feedback Engagement:
- An automated feedback loop was established, allowing customers to easily share their service experiences, which informed service improvements.
Platform Automation:
- Leveraging the 'Make' platform, AB Taxi could now offer 24/7 fully automated, seamless customer engagement.
Project Results
Retained Passengers:
- Through these initiatives, AB Taxi retained over 6,000 customers, directly impacting their bottom line.
Passenger Satisfaction:
- The satisfaction rate soared to 94%, reflecting an enhanced customer service experience.
Loyalty Program Growth:
- The loyalty program saw an addition of 10,000+ new riders, expanding the customer base and ensuring recurring business.
Percent Increases:
- Revenue Increase: AB Taxi doubled its revenue, achieving a 100% increase, by successfully capturing a new sector of the market.
- Loyalty Program Participation: The automation of the loyalty program led to an impressive over 10,000 new sign-ups, marking an exponential growth rate from the previous year.