Case Study
Transforming CX for the Leading Super App in Ride-Hailing, Food Delivery, and More
Transforming CX for the Leading Super App
From Data Challenges to Process Excellence: How We Transformed Customer Support for a Leading Ride-Hailing Company
Impact at a Glance
Delivering tangible growth & efficiency in record time.
+50
pts
Customer Satisfaction
Boosted score significantly
30%
Reduction
Customer Contact Rate
Prioritizing First Contact Resolution
2h
From 24h
Non-Voice Queue SLA
Drastic reduction in wait times
+43
pts
After-booking Reliability
Improved service reliability
From Data Challenges to Process Excellence: How We Transformed Customer Support for a Leading Mobility Company
The Client Context
50 Million
Active Users
$3.1 Billion
Net Valuation
500+
Support Agents
Since 2017
Partnership
50 Million
Active Users
$3.1 Billion
Net Valuation
500+
Support Agents
Since 2017
Partnership
The Challenges
Limited Visibility
Data silos prevented a unified view of customer pain points.
Process Resistance
Internal friction regarding new tool adoption and workflows.
High Bounce-backs
Recurring contacts driving up costs and lowering CSAT.
Our Solutions
Voice of Customer (VOC)
Launched a comprehensive initiative to gather exact issues from dissatisfied customers.
RCPS Forum Implementation
Established weekly Lean-model discussions to track actionable items and ensure continuous improvement.
Process Re-engineering
Streamlined workflows, drastically reducing refund processing from 24hrs to instant.
Proactive Outreach
Closed the feedback loop by contacting non-responsive unhappy customers directly.
Tangible Growth, Proven Impact
Elevated First-Contact Resolution (FCR)
Achieved a remarkable increase in FCR, improving customer satisfaction and reducing handling time.
Streamlined Operational Alignment
Enhanced team performance through clear, measurable objectives tied to overall organizational goals.
Boosted Employee Productivity
Focused OKR practices reduced inefficiencies, enabling teams to achieve more with precision and speed.
Abacus Journey to Remarkable Results
One of the leading BPO companies, Abacus partnered with one of the largest UAE-based ride-hailing platforms to enhance customer experience and improve operational efficiency.
We boosted the Customer Satisfaction (CSAT) score by 50 points and achieved a 30% reduction in contact rate by prioritizing First Contact Resolution (FCR). We also reduced the Non-Voice Queue SLA from 24 hours to just 2 hours and improved after-booking reliability by 43 points.
These changes not only enhanced the customer experience but also significantly reduced service costs, demonstrating the power of strategic service improvements. Our data-driven insights, combined with a relentless focus on execution, delivered tangible growth and remarkable customer satisfaction improvements.