Client background

Client: Singapore-based technology company   

Industry: Technology

Key Products & Services: Transport, On-demand delivery, Consumer and Financial Services

Areas of Operation: Southeast Asia (Singapore, Indonesia, Philippines, Malaysia, Thailand, Vietnam, and Myanmar)

Challenge

The client (a transportation company) connects customers in need of transportation services with a driver through a mobile technology platform. There are continuous and consistent efforts to provide seamless navigation and the best user experience by increasing the coverage spread and quality.

The client wanted to intensify their mapping technology and the features within by increasing coverage, in terms of locations, via evaluation, analysis, and curation of map data for specific recommendations and further enhance the quality via mapping, moderating, and automating operations support for Point-of-interest (POI).

Solution

By leveraging techniques spanning research, analysis, design, development, and automation, the client received the following benefits:

• Enrichment in map-building mechanisms and map-data curation to cover more locations, personalized to the needs of the travelers   
• Precise evaluations and data mining for more cost-effective operational procedures, resulting in great quality output
• Dashboards for all processes in order to achieve data transparency and an effective feedback mechanism with periodic Root Cause Analysis (RCAs) for process improvement
• Multiple combinations of Standard Operating Procedures (SOPs) to gain overall efficiency

Business impact

The client achieved a productivity boost of 125% via map enrichment and data-curation techniques. The evaluations and data-mining exercise led to a 50% increase in validation percentage, resulting in reduction of operational cost per transaction. Implementation of multiple combinations of SOPs led to an improvement in Key Performance Indicators (KPIs). More cost-effective suggestions resulted in up to 20% overall efficiency gains and overall improved customer experience.