How Knowlarity is leveraging technology to deliver amazing customer service to rapid metro users

May 24, 2021
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The What?

Knowlarity, the pioneer and leading provider of cloud based communications solutions to businesses in the emerging markets, recently came up with a brilliant integrated communications solution to sort a massive problem plaguing Delhi Metro officials. Rapid Metro, Gurgaon’s new mode of transport defined by thoroughly futuristic travel experiences and a footfall of about 33,000 every day in a three-coach train, did not have a system in place that could monitor customer registration at the ground level. This led to dwindling footfalls as no mechanism was in place to provide the riders with essential updates on schemes and offers, there was no customer feedback mechanism or easy recharge and payment option.

The how

Through Knowlarity’s unique ‘missed call solution’, customers can now register with the database of Rapid Metro with just one call. After giving a missed call on 8287000555, the riders are immediately greeted by a message asking them to SMS their Metro card number to 9069143144. The users then automatically receive updates on the latest offers, schemes and other updates about the Rapid Metro. Furthermore, upon completion of 5 rides in the Rapid Metro, riders are offered a chance to participate in a lucky draw and win a cashback of Rs. 500 in their Paytm Wallets.

The result

Knowlarity’s integrated and smooth consumer interaction process has facilitated the Metro authorities to maintain an exact count of unique registrations undertaken on a daily basis. This data is then automatically transferred to the server in Gurgaon, which is subsequently linked to the website of the Rapid Metro. This enables personnel with official access to the data to check it anytime, as and when required.

The unique rider numbers registered and recorded in the Rapid Metro database helps identify underperforming Metro stations and initiate corrective measure so that footfalls and overall customer experience can be enhanced with agility.

Within one month of its operational existence, Knowlarity’s consumer interaction and database management system has managed to bring a 10-15% increase in the number of unique registrations, amassing more than 10,000 unique IDs from an initial figure of 1000. The system has also garnered praise from Metro officials, who have made use of the data collected in real-time to spot anomalies, errors and glitches in the system. the riders are immediately greeted by a message asking them to SMS their Metro card number to 9069143144.

The users then automatically receive updates on the latest offers, schemes and other updates about the Rapid Metro. Furthermore, upon completion of 5 rides in the Rapid Metro, riders are offered a chance to participate in a lucky draw and win a cashback of Rs. 500 in their Paytm Wallets.

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