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How Ola Connected 2 Million Daily Users Across Global Markets with Unified Messaging
As Ola expanded its operations across multiple international markets, efficient and seamless communication with drivers and customers became crucial for maintaining quality services. It partnered with Gupshup to streamline communication across various channels and geographies.
Scaling Ola's customer support through conversational AI integration
700+
70%
5
Creating quantifiable impact across customer service metrics
About the Brand
Ola is India’s largest mobility platform and one of the world’s largest ride-hailing companies, serving 250+ cities across India, Australia, New Zealand, and the UK. The Ola app offers mobility solutions by connecting customers to drivers and a wide range of vehicles across bikes, auto-rickshaws, metered taxis, and cabs, enabling convenience and transparency for hundreds of millions of consumers and over 1.5 million driver-partners.
The Brand’s Challenge
The Scale Trap: When 2 Million Daily Users Became Unmanageable
As Ola aggressively expanded beyond India into Australia, New Zealand, and the UK, their communication infrastructure couldn’t keep pace with global ambitions. Managing real-time conversations between millions of drivers and customers across multiple countries, languages, and regulatory environments became increasingly complex. The company needed to handle diverse messaging channels—SMS, voice, RCS—while ensuring GDPR compliance in European markets and maintaining customer privacy through secure communications. Without a unified global messaging platform, Ola risked fragmented customer experiences, operational inefficiencies, and regulatory violations that could derail their international growth strategy.
The Solution
From Fragmented to Fluid: Ola’s Communication Transformation
Gupshup delivered a unified messaging platform that seamlessly connected Ola’s operations across India, Australia, New Zealand, and the UK. The solution integrated multiple communication channels—SMS, voice, RCS, and in-app messaging—into a single interface, enabling real-time conversations with 2 million daily users. Advanced privacy features included masked phone numbers that protected customer data while facilitating driver-customer communication. The platform automatically handled GDPR compliance with mandatory opt-out tracking in European markets, while supporting promotional campaigns, referral tracking, and feedback collection. This omnichannel approach transformed fragmented communications into a streamlined, globally compliant messaging ecosystem.
The Success
Mission Accomplished: 2 Million Conversations, Zero Boundaries
Gupshup’s unified platform transformed Ola into a truly global communication powerhouse, connecting 2 million users daily across four countries seamlessly. The integrated solution eliminated communication silos, enabling efficient cross-border operations while maintaining strict privacy standards through masked number technology. GDPR compliance was achieved automatically, removing regulatory barriers to European expansion. Real-time messaging capabilities enhanced driver-customer interactions, improving service quality and user satisfaction. The omnichannel approach increased engagement levels, strengthened customer loyalty, and provided enterprise-grade reliability across all markets. This communication infrastructure became the foundation for Ola’s continued international growth and operational excellence.
Use Case Summary
Solution
Conversational Marketing
and Support
Channel
Omnichannel
Industry
Travel
