Infobip Case Studies Uber's Global Expansion: Ensuring Quality Service and User Safety with IoT

Edit This Case Study Record

	Uber's Global Expansion: Ensuring Quality Service and User Safety with IoT Infobip

Uber's Global Expansion: Ensuring Quality Service and User Safety with IoT

Infobip

Technology Category	Application Infrastructure & Middleware - Middleware, SDKs & Libraries Networks & Connectivity - Global Navigation Satellite System (GNSS)
Applicable Industries	National Security & Defense Transportation
Applicable Functions	Logistics & Transportation Quality Assurance
Use Cases	Last Mile Delivery Onsite Human Safety Management
Services	Testing & Certification
Challenge	Uber, the world's leading ridesharing app, faced significant challenges as it expanded globally. The primary challenge was to maintain the same level of service quality and safety for all users worldwide. User safety was a top priority for Uber, and the company needed to protect both riders and drivers. This issue was gaining global attention, and Uber planned to address it by anonymizing over 90% of users' global calls. However, there were obstacles to achieving this in the UAE, Sri Lanka, and Bangladesh. Furthermore, as a well-known brand, Uber had high customer expectations to meet when entering new markets. Any issues during the registration process could negatively impact users' first impressions, leading to low app adoption. Uber also needed to quickly inform drivers about peak demand times in new markets to avoid increased waiting times and costs for passengers. Read More
About Customer	Uber is the world's leading ridesharing app, offering on-demand services ranging from ridesharing to food delivery. The company services an estimated 110 million users in over 785 metropolitan areas worldwide. As Uber continues to grow, it faces challenges related to scaling to new markets while maintaining the same level of service quality. User safety is a top priority for Uber, and the company is committed to protecting both riders and drivers. Uber's rapid global expansion and high brand recognition mean that customer expectations are high, especially when entering new markets. Read More
Solution	Uber implemented several solutions to address these challenges. First, they used number masking for call anonymization to enhance user safety. This solution hid user numbers, making them more comfortable with calling and allowing drivers and passengers to communicate in real-time. Infobip's global presence facilitated the addition of anonymization in new and high-priority markets, and Uber's engineering team found the solutions easy and quick to deploy. Infobip also proactively communicated any service disruptions to help Uber meet high customer expectations consistently. Second, Uber used Infobip's SMS connectivity for fast and reliable One-Time PIN (OTP) delivery, which was crucial for quick and secure app adoption in new markets. Lastly, Uber used SMS to quickly communicate peak times to drivers, ensuring passengers could get a ride anytime, anywhere without much effort. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Middleware, SDKs & Libraries

Networks & Connectivity - Global Navigation Satellite System (GNSS)

Applicable Industries

National Security & Defense

Transportation

Applicable Functions

Logistics & Transportation

Quality Assurance

Use Cases

Last Mile Delivery

Onsite Human Safety Management

Services

Testing & Certification

Challenge

Uber, the world's leading ridesharing app, faced significant challenges as it expanded globally. The primary challenge was to maintain the same level of service quality and safety for all users worldwide. User safety was a top priority for Uber, and the company needed to protect both riders and drivers. This issue was gaining global attention, and Uber planned to address it by anonymizing over 90% of users' global calls. However, there were obstacles to achieving this in the UAE, Sri Lanka, and Bangladesh. Furthermore, as a well-known brand, Uber had high customer expectations to meet when entering new markets. Any issues during the registration process could negatively impact users' first impressions, leading to low app adoption. Uber also needed to quickly inform drivers about peak demand times in new markets to avoid increased waiting times and costs for passengers.

About Customer

Uber is the world's leading ridesharing app, offering on-demand services ranging from ridesharing to food delivery. The company services an estimated 110 million users in over 785 metropolitan areas worldwide. As Uber continues to grow, it faces challenges related to scaling to new markets while maintaining the same level of service quality. User safety is a top priority for Uber, and the company is committed to protecting both riders and drivers. Uber's rapid global expansion and high brand recognition mean that customer expectations are high, especially when entering new markets.

Solution

Uber implemented several solutions to address these challenges. First, they used number masking for call anonymization to enhance user safety. This solution hid user numbers, making them more comfortable with calling and allowing drivers and passengers to communicate in real-time. Infobip's global presence facilitated the addition of anonymization in new and high-priority markets, and Uber's engineering team found the solutions easy and quick to deploy. Infobip also proactively communicated any service disruptions to help Uber meet high customer expectations consistently. Second, Uber used Infobip's SMS connectivity for fast and reliable One-Time PIN (OTP) delivery, which was crucial for quick and secure app adoption in new markets. Lastly, Uber used SMS to quickly communicate peak times to drivers, ensuring passengers could get a ride anytime, anywhere without much effort.

Impact #1	The solutions implemented by Uber, with the help of Infobip, significantly improved the company's competitiveness in key markets in APAC, EMEA, and LATAM. The number masking solution addressed the growing safety concerns of riders and drivers, ensuring that users' personal information was protected whenever they communicated with other passengers and drivers. This not only enhanced user safety but also increased user confidence in the service. The fast and reliable OTP delivery and effective communication of peak times to drivers ensured that passengers could get a ride anytime, anywhere, enhancing user convenience and satisfaction.

Impact #1

The solutions implemented by Uber, with the help of Infobip, significantly improved the company's competitiveness in key markets in APAC, EMEA, and LATAM. The number masking solution addressed the growing safety concerns of riders and drivers, ensuring that users' personal information was protected whenever they communicated with other passengers and drivers. This not only enhanced user safety but also increased user confidence in the service. The fast and reliable OTP delivery and effective communication of peak times to drivers ensured that passengers could get a ride anytime, anywhere, enhancing user convenience and satisfaction.

Benefit #1	Uber was able to achieve their target of anonymizing over 90% of global calls, enhancing user safety.
Benefit #2	Fast and reliable OTP delivery facilitated quick entry into new markets.
Benefit #3	Effective communication of peak times to drivers ensured availability of rides at all times.

Benefit #1

Uber was able to achieve their target of anonymizing over 90% of global calls, enhancing user safety.

Benefit #2

Fast and reliable OTP delivery facilitated quick entry into new markets.

Benefit #3

Effective communication of peak times to drivers ensured availability of rides at all times.

Download PDF Version

Overview

Uber's Global Expansion: Ensuring Quality Service and User Safety with IoT

Operational Impact

Quantitative Benefit