CarPass is a specialised vehicle service, providing turnkey car leasing solutions, delivering cars for drivers who make their living on popular rideshare platforms such as Uber, Taxify, and Ola.
The rideshare driver is, in turn, provided the freedom and value of unlimited kilometers, scheduled maintenance to make sure they can always be able to be on the road, comprehensive and CTP rideshare insurance, 24×7 roadside assistance in case of a breakdown and other value-added benefits such as front and rearview Dash Cams, fully installed.
Carpass, engaged the team from Sudo Roux to design and develop the branding and build of their public site coupled with a supporting CRM centric sales and service platform aimed at simplifying the acquisition, qualification, and execution of leasing agreements for new customers, and to support the ongoing customer support, vehicle servicing and financial billings throughout the lifecycle of a customer’s lease.
Sudo Roux developed a customer-centric workflow built on Salesforce sales cloud. This solution was then extended via integrations to encompass all of CarPass’ inbound digital and offline touchpoints.
From inquiry to conversion, our custom CRM workflow automated pre-qualification of customers to identify who met eligibility criteria for the service, digital generation, execution and storage of all required legal documents, intelligent assignment of cars with real-time digital fleet management services to monitor vehicle identification and servicing schedules to enhance customer experience, together with a low friction simplified digital payment collection for upfront fees and automated ongoing invoicing with complex billing cycles that are unique to every customer.
Sudo Roux delivered to the tight deadlines necessary to have the platform up and running successfully, allowing time for onboarding staff to be trained in the end to end processes. This resulted in a successful activation and launch on time and on budget.
Being able to focus on the customer and not on paperwork and process, Carpass launched into the market with an offering that customers loved, allowing the team to focus on providing exceptional customer service. The resulting customer uptake on the platform helped Carpass exceed forecast customer engagement and satisfaction metrics, realising their 12-month target within 4 months. When surveyed Carpass’ customer base feedback identified how simple and easy to work with the digital systems and service processes are as a customer as a key reason for recommending the Carpass service to others.