How Knowlarity made call-handling easy for Easy Taxi in Singapore

Easy Taxi is the largest taxi booking app in the world. The application connects taxi drivers and passengers, allowing them to experience a fast, convenient and safe ride, with just a tap of a button. Easy Taxi is available for Android, iOS, Blackberry, and Windows Phone devices, as well as for B2B clients through Easy Taxi Pro and Easy Taxi Corporate solutions.

Easy Taxi started its Singapore operations in December 2013. Originally founded in Brazil, Easy Taxi claims to be the biggest taxi booking app in the world. Currently available in 30 countries and 420+ cities (and counting), the app has globally redefined taxi booking.

The need

As of December 2014, the company reported that it had reached 17 million users and a network of more than 400,000 taxi drivers. In Singapore Easy Taxi has currently a fleet of 6,000 taxis and 50,000 regular users.

To handle all its calls, Easy Taxi Singapore had 20 executives and 15 digital numbers where the calls were picked up by agents. In order to manage all their incoming calls, the company expressed a need to have one single Singaporean number.

The solution

Knowlarity provided the company with a single telephone number. When a user called on this number, he/she was greeted professionally, (“Welcome, please wait while we connect”) and routed to the right agent. If the call was made after the office hours, the caller was encouraged to leave a voicemail through a pre-recorded script. If the call couldn’t be answered by an agent, an SMS was sent requesting the caller to call during the office hours or send an email.

Success story

Thanks to Knowlarity’s solution, Easy Taxi was able to solve the problem of call routing among its executives in Singapore. This helped the company give enhanced customer experience, brought greater efficiency internally and allowed it to respond to every single call, no matter when it was made.