Enterprises

Rebuilding Market Share in Small Cities for Global Mobility-as-a-Service Provider

The mobility-as-a-service industry is fiercely competitive, especially in smaller cities. This case study explores how a leading player successfully revitalized its market share by implementing a data-driven, user-centric approach with the help of BayRock Labs. By empowering riders and drivers with greater flexibility and control, the company not only regained lost ground but also set a new standard for the industry.

Enterprises
Rebuilding Market Share in Small Cities for Global Mobility-as-a-Service Provider
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Value We Added

Launched a flexible fare and rider bidding model allowing riders and drivers to negotiate fares, boosting engagement in nine pilot cities.

Streamlined user onboarding and experience by reducing sign-up time by 30% and adding a fairness indicator to support driver decisions.

Enhanced driver-rider interactions through out-of-app communication features, improving overall platform satisfaction and engagement.

Challenges

Declining Market Share

The client faced a 25% decline in market share in small cities over the past 3.5 years due to aggressive competition.

Rigid Pricing Model

The fixed fare structure limited flexibility and responsiveness to local market dynamics.

Low User Satisfaction

Increasing rider dissatisfaction with limited fare options and driver discontent with low earnings impacted retention rates.
Rebuilding Market Share in Small Cities for Global Mobility-as-a-Service Provider
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Approach

Empowered users with flexibility

Introduced a rider-driver fare negotiation and bidding system to create a dynamic, user-driven marketplace.

Streamlined onboarding and experience

Reduced sign-up time by 30% and added tools like a fairness indicator to improve trust and decision-making.

Enhanced engagement through communication

Enabled out-of-app communication features to foster stronger connections between drivers and riders.

Outcome

Accelerated user growth

Achieved a 60% increase in new user sign-ups and a 90% reduction in customer abandonment.

Boosted driver engagement

Saw a 27% rise in accepted trips and a 9% improvement in rider acceptance rates.

Increased revenue

Delivered a 20% revenue uplift through higher user engagement and more out-of-app offer impressions.

Conclusion

By reimagining the mobility experience through a rider and driver-centric approach, we at BayRock helped our client reclaim lost market share. Our data-driven solution, coupled with a focus on user satisfaction, has redefined the industry standard. Our support underscores the power of a flexible business model and the importance of understanding and responding to customer needs in a dynamic marketplace.

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BayRock Labs has been a stalwart in the tech industry for over 12+ years, recognized as Silicon Valley’s leading product engineering entity. Our expertise lies in crafting cutting-edge software solutions that make a global impact. Our dedication to innovation consistently earns us the reputation as the most reliable and trusted partner in the industry.

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  • 3225 McLeod Drive,
    Suite 100, Las Vegas, Nevada 89121
  • 440 N Wolfe Rd, Office Number E119
    ‍    Sunnyvale, CA 94085
  • 440 N Wolfe Rd, Office Number E119
    ‍    Sunnyvale, CA 94085
  • ISO Certified
  • Connect With Us
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