Liftago´s rapid expansion resulted in a need to upgrade their systems, all while fulfilling their customers’ expectations non-stop.
Liftago has grown in the last few years. They focus on customer satisfaction as a key success metric, which among others differentiates them from the likes of Uber and Bolt (formerly Taxify). Providing rankings of clients and drivers creates mutual respect between both passengers and drivers.
In order to support their fast expansion and gather data from both customers and drivers, Liftago needed to improve its customer & driver communication process. As well, they wanted to automate their customer feedback collection & analysis tools to meet the ever-increasing demand.
Together with the Liftago team, Isobar has built a cloud-based tool to help automate all customer-centric workflows. Service Cloud now underpins Liftago's reporting capabilities, as well as their customer survey tool, which is sent to individual employees after every ride.
This enhancement negates internal competition, as employees are unable to pick and choose tasks and have to work on the ones they are automatically assigned to. Looking forward, Liftago is strongly considering Salesforce Marketing Cloud to augment their target customer communication and help them capture even more market share.