How Cab Aggregators improved Privacy with number masking

4 mins read

Servetel’s cloud telephony solutions have helped companies from all kinds of industries address their communication needs.

Many of these companies are large enterprises, usually operating across India, the UK, and the USA. Transportation happens to be a versatile industry that we commonly cater to, especially cab aggregators.

There is one product from our vast portfolio that these businesses have benefitted most from: number masking.

With our number masking solution, cab aggregators reduce redundancies, protect the drive and passenger privacy, and ensure data security. The cloud solution fits in with their larger cloud calling solution seamlessly. This combination makes it easier to manage calls, chats, and SMSs through one portal. Furthermore, supervisors could track and manage agents, as well as define the strategy for auto-call distribution.

Let’s explore how we helped one of our transportation clients—a prominent cab operator with a nationwide presence —in depth.

Our Client's Communication Needs

Our client’s platform allowed passengers to connect with cab drivers for easy and quick coordination.

Without a number masking solution in place, these passengers had to call the drivers directly on their personal numbers. While this connected the two parties, cab drivers were able to communicate with the customers without supervision.

As a result, drivers would ask passengers to cancel and take rides outside the application. This led to the client's cancellation rates going up to 65%, further leading to an eventual drop in revenue generated. Another concern was protecting the privacy of their passengers. Female passengers feared for their safety as many of these cab rides were to their homes and personal spaces.

Data security and privacy are both close to becoming luxuries in a rapidly changing digital era. Personal information is now easily accessible and always out in the open. Furthermore, with companies using customer data to build targeted marketing campaigns, privacy is always at risk. This was something that was a growing concern for our client.

How we fulfilled the client’s needs with SERVETEL'S NUMBER MASKING

Our experts suggested the client, number masking, one of our popular solutions that could be integrated with their existing CRM platforms.

In the client's case, whenever a passenger made a call, it connected them to the number masking solution. Further, the call got patched through to the assigned virtual number instead of the driver's personal number.

The client assigned the virtual numbers to their drivers’ registered personal numbers. Servetel’s number masking solution helped our client reduce their rate of cancellation by more than half from 65% to 30%.

Popular features

Cloud telephony suite

We gave our client complete access to the cloud telephony suite, that came along with multiple functionalities.

Click to call

Click to call allowed users to dial directly using buttons on the given platform. It uses an API integration, to place the call directly to the registered number, removing any repetitive steps.

Virtual numbers

Virtual numbers formed the core of the solution we offered to the client. These were completely traceable and assigned to every driver associated with the client’s organization.

Call recording

This feature helped reduce any chance of fraudulence and enhanced monitoring service quality by automatically recording all driver-customer conversations.

Call detail reports

Kept track of all inbound and outbound calls with the option to download detailed call reports at the client’s fingertips.

Multiple caller ID

This feature allowed the client to easily display different caller IDs for the assigned virtual numbers based on their region and locality.

Call analytics & reports

Servetel's call analytics let the client analyse important call KPIs and access real-time information. Managers could view them from the dynamic dashboard and get real-time call metrics.

End-to-end encryption

Our client used our telephony solution's data encryption to keep conversations and passenger information safe from third parties.

Mobile friendly

Once integrated with the client's mobile application, drivers and passengers could use the multiple functionalities that came with our cloud solution.

Key benefits of number masking for cab aggregators

We helped our client overcome their challenges and experience the following benefits:

User privacy

The number masking solution acted as a secure bridge between drivers and passengers, ensuring complete privacy for all entities involved. This not only developed a sense of trust and reliability in passengers, but also enhanced their brand’s credibility.

Instant and effective communication

With number masking, the client was able to offer quick and effective communication to customers and drivers. It allowed their passengers to contact their drivers instantly, with the click of a button. This also helped drivers communicate with callers, coordinate locations and deliver a more satisfying experience for them.

Cost-effective

Using cloud technology saved our client a lot of money on additional expenses. Number masking doesn’t need one to purchase a multiple local numbers for different business locations. The client manage multiple caller IDs on single numbers across different geographies for free.

Secure transactions

By using virtual numbers, the client ensured secure communication between passengers and drivers. It enabled them to secure, supervise and analyse all their customer interactions. As well as preventing the exchange of unauthorized conversations and services between both parties.

Superior customer experience

Constantly worrying about the misuse of personal information can be stressful to anyone. Number masking solved this concern and made passengers feel safe by protecting their personal numbers. Also, with the help of call recordings, customer support teams were able to investigate complaints and queries thoroughly and solve cases seamlessly. this ultimately led to delivering better customer experience.

Enhanced professionalism and credibility

The client was able to build credibility among their target audience and turn new users into recurring customers. The use of virtual numbers led to secure and faster customer-driver interactions, bringing in more referrals and thus increasing credibility. This resulted in an improved brand image helped add new customers as well.

High productivity

Our cloud telephony solution allowed the client to monitor conversations between passengers and drivers easier. The solution with smart call distribution capabilities allowed the support team to deal with more cases and provide valuable resolutions. They could also cross-check the coordination between both parties to help in training as well as in resolving any discrepancies. Therefore, the benefits of number masking go beyond protecting your customers’ privacy. It gave our client an edge over their competitors and fostered long-term customer relationships.

The number masking solution helped our client enhance the quality of their services and offerings. It also made the customers feel valued and heard by protecting their personal details and better security. The system streamlined and simplified their operations.

The real-time insights allowed the client to make effective adjustments to their sales and marketing strategies, giving them a competitive advantage. If you're interested in enhancing your business communication solution, our dedicated experts are available to assist you.