Applicable Industries
- Telecommunications
- Transportation
Applicable Functions
- Logistics & Transportation
- Sales & Marketing
Use Cases
- Driver Performance Monitoring
- Inventory Management
Services
- System Integration
About The Customer
Lyft is a San Francisco, CA based on-demand ridesharing community brought to you by Zimride. Using the Lyft iPhone and Android apps, passengers can instantly request a pickup, and a friendly, background-checked driver will arrive within minutes. The Lyft staff carefully selects trustworthy drivers from its community who swiftly transport passengers to their destinations. With its signature fluffy pink mustache decal appearing on cars throughout the city, Lyft is transforming transportation in San Francisco. Adam Fishman, director of Growth and Operations at Lyft, was the head of marketing for Lyft’s parent company Zimride.
The Challenge
Lyft, a peer-to-peer on-demand ridesharing service based in San Francisco, was facing challenges in facilitating a high-quality driver onboarding and telephone support system. The system needed to be easy to set up and scalable to accommodate business expansion and team growth. Adam Fishman, director of Growth and Operations at Lyft, had experienced the difficulties of managing a decentralized operations team with everyone using their personal cell phones for business communication. Issues such as missed calls, inability to route calls on the fly, and lack of visibility on who was available to take a call were prevalent. As Lyft's local ridesharing model grew, the team needed to improve their driver screening and onboarding process. Effective lead process management was identified as a key requirement, and a scalable phone system was needed to facilitate this.
The Solution
Lyft created a new operations team that uses RingCentral, a cloud-based phone system that allows dedicated desk numbers to be easily forwarded to mobile phones for seamless routing. The idea to use RingCentral came from a driver candidate during an interview. After a quick online search, Fishman was impressed with RingCentral's features such as no IT involvement with setup, the ability to make and receive calls from anywhere with a business number, and complete call management from any PC. Lyft started with a pilot to manage driver screening and scheduling using just a couple of phones and numbers. The test was overwhelmingly successful, and RingCentral was integrated into Lyft's operations, with more than 80 percent of call staff now using the phone service for daily operations.
Operational Impact
Quantitative Benefit
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