Infobip Case Studies Bolt: Enhancing Driver Conversion by 40% with Optimized Registration Journey

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	Bolt: Enhancing Driver Conversion by 40% with Optimized Registration Journey Infobip

Bolt: Enhancing Driver Conversion by 40% with Optimized Registration Journey

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Technology Category	Functional Applications - Transportation Management Systems (TMS) Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Cities & Municipalities Transportation
Applicable Functions	Logistics & Transportation Sales & Marketing
Use Cases	Chatbots Driver Performance Monitoring
Challenge	Bolt, a transportation platform providing ride-hailing, micromobility, and food delivery services, was facing a challenge in expanding its community of over 1.5 million registered drivers. The company's success hinged on the growth and scalability of this community. Bolt's existing driver registration process was a five-stage website form, which was seeing a high abandonment rate at the stage where drivers were asked to upload their identification and driver license documents. The company was using email and SMS to re-engage these drivers, but this strategy was not yielding a high return on investment and required significant manual effort from customer support agents. Bolt was keen to optimize the driver registration process to increase the conversion rate and wanted to use automation and an additional communication channel with wide market adoption to drive efficiencies. Read More
About Customer	Bolt is a billion-dollar transportation platform headquartered in Tallinn, Estonia. It provides ride-hailing, micromobility, and food delivery services with the help of its more than 1.5 million registered drivers. Bolt operates in over 200 cities across 40 countries in Europe, Africa, Western Asia, and Latin America, serving 50 million customers. The company is committed to improving city mobility, minimizing car ownership, and reducing urban pollution. Bolt's ongoing success is largely dependent on expanding its community of drivers. Read More
Solution	To improve the registration experience and hit its conversion targets, Bolt developed an optimized driver registration process over WhatsApp. This was powered by a chatbot-building platform, a cloud contact center solution, and an omnichannel customer engagement hub. Now, drivers could complete the entire registration process using a chat app they were familiar with. A chatbot guided drivers through the entire journey, while live agents processed drivers’ information. These agents were also available to provide additional assistance where needed, taking insights from chatbot conversation histories. Advanced analytics allowed the team to track where drivers abandoned the registration process and send automated reminders to re-engage them. This solution provided a better experience for drivers and agents, lowered operational costs, and supported Bolt's customer-centric approach with new communication channels and opportunities to automatically and proactively re-engage drivers. Read More Log in to view content
Contents

Technology Category

Functional Applications - Transportation Management Systems (TMS)

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Cities & Municipalities

Transportation

Applicable Functions

Logistics & Transportation

Sales & Marketing

Use Cases

Chatbots

Driver Performance Monitoring

Challenge

Bolt, a transportation platform providing ride-hailing, micromobility, and food delivery services, was facing a challenge in expanding its community of over 1.5 million registered drivers. The company's success hinged on the growth and scalability of this community. Bolt's existing driver registration process was a five-stage website form, which was seeing a high abandonment rate at the stage where drivers were asked to upload their identification and driver license documents. The company was using email and SMS to re-engage these drivers, but this strategy was not yielding a high return on investment and required significant manual effort from customer support agents. Bolt was keen to optimize the driver registration process to increase the conversion rate and wanted to use automation and an additional communication channel with wide market adoption to drive efficiencies.

About Customer

Bolt is a billion-dollar transportation platform headquartered in Tallinn, Estonia. It provides ride-hailing, micromobility, and food delivery services with the help of its more than 1.5 million registered drivers. Bolt operates in over 200 cities across 40 countries in Europe, Africa, Western Asia, and Latin America, serving 50 million customers. The company is committed to improving city mobility, minimizing car ownership, and reducing urban pollution. Bolt's ongoing success is largely dependent on expanding its community of drivers.

Solution

To improve the registration experience and hit its conversion targets, Bolt developed an optimized driver registration process over WhatsApp. This was powered by a chatbot-building platform, a cloud contact center solution, and an omnichannel customer engagement hub. Now, drivers could complete the entire registration process using a chat app they were familiar with. A chatbot guided drivers through the entire journey, while live agents processed drivers’ information. These agents were also available to provide additional assistance where needed, taking insights from chatbot conversation histories. Advanced analytics allowed the team to track where drivers abandoned the registration process and send automated reminders to re-engage them. This solution provided a better experience for drivers and agents, lowered operational costs, and supported Bolt's customer-centric approach with new communication channels and opportunities to automatically and proactively re-engage drivers.

Impact #1	The optimized driver registration process resulted in a 40% increase in conversion rate, meeting Bolt's goals. The solution provided a superior experience for both drivers and staff. Drivers could use a familiar mobile messaging app to register quickly and efficiently. Agents could handle a higher volume of inquiries and saw a reduction in repetitive, manual tasks. Bolt could support drivers at every step in the registration and proactively re-engage lost leads, right where they left off. This data-driven, customer-centric, and scalable approach to driver onboarding and engagement provided Bolt with real-time insights to continually improve these experiences. Following a successful trial in South Africa, the solution was scaled and rolled out to an additional eight countries in Africa and Europe. Bolt is now looking to further optimize the registration journey and add additional channels to boost its driver acquisition efforts and deliver a localized approach in each region.

Impact #1

The optimized driver registration process resulted in a 40% increase in conversion rate, meeting Bolt's goals. The solution provided a superior experience for both drivers and staff. Drivers could use a familiar mobile messaging app to register quickly and efficiently. Agents could handle a higher volume of inquiries and saw a reduction in repetitive, manual tasks. Bolt could support drivers at every step in the registration and proactively re-engage lost leads, right where they left off. This data-driven, customer-centric, and scalable approach to driver onboarding and engagement provided Bolt with real-time insights to continually improve these experiences. Following a successful trial in South Africa, the solution was scaled and rolled out to an additional eight countries in Africa and Europe. Bolt is now looking to further optimize the registration journey and add additional channels to boost its driver acquisition efforts and deliver a localized approach in each region.

Benefit #1	40% increase in driver conversion rate
Benefit #2	Reduction in operational costs due to automation and use of WhatsApp
Benefit #3	Higher volume of registrations processed due to chatbot assistance

Benefit #1

40% increase in driver conversion rate

Benefit #2

Reduction in operational costs due to automation and use of WhatsApp

Benefit #3

Higher volume of registrations processed due to chatbot assistance

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Overview

Bolt: Enhancing Driver Conversion by 40% with Optimized Registration Journey

Operational Impact

Quantitative Benefit