Case Study

Transforming CX for the Leading Super App in Ride-Hailing, Food Delivery, and More

Transforming CX for the Leading Super App

Reforming customer bounce-back rates to create a seamless and efficient support system for a leading ride-hailing platform.

Redefining Customer Loyalty Metrics

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

Redefining Customer Loyalty Metrics

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

The Challenge

Growing pains at scale: Limited visibility & operational friction.

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 Solution

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

Transforming businesses with results-driven solutions and impactful growth.

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.

Driving Progress with Every Insight

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.