Home. Profile Your information. Trip History Forgot where you were? Non-cash Payments Pay your trip with Namba Wallet

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1 Home Profile Your information Trip History Forgot where you were? Non-cash Payments Pay your trip with Namba Wallet Free Rides Information about free rides Help About Cervice Your Address Tverskaya str., 200 Next Automated management system for the taxi services

2 UNIQUE, FRIENDLY, BENEFICIAL! UNIQUE, FRIENDLY, BENEFICIAL! BY ANY MEASURE!

3 For clients Auction-style order distribution Booking methods Sms notifications Mobile apps Corporate services Vehicle type selection Fixed price bookings Quality control department For drivers Auction-style order distribution Android app with gps Convenient way to settle payments with the dispatch office Various work schedules (shifts) Emergency button Accurate gps taximeter Waiting mode Flexible tariffing Next order feature 04 FOR CALL CENTRE 11 ABOUT US 24 OPERATORS Effective workspace Minimal order processing time No need for extra hardware or software Call centre within the browser Convenient map of drivers Ability to process multiple orders simultaneously Order processing centre Order statuses 08 For managers 18 Driver management Visualised order reports Financial reports Management of the corporate sector Handling customer complaints Management of call center operators Quality control department Archives of operators communication with clients and drivers Purchase and partnership conditions achievements 26 27

4 04 for customers EVERYTHNG FOR CUSTOMER COMFORT Vehicle delivery in seconds without queues and waiting. Easy ways to book a taxi via mobile apps, messengers or by phone

5 FOR CUSTOMERS 05 fast vehicle delivery Lightning fast vehicle delivery thanks to the auction-style order distribution system. At first, the system sends the order to drivers located closest to the client (automatically located by GPS). If the order has not been taken by the closest drivers, the system sends the order to all other drivers online. This ensures constant competition between drivers for the clients resulting in fast responses to client requests. Drivers do not have to wait in queues, all orders are accepted within a few seconds and the clients receive the car as quickly as possible. Tverskaya/Yamskaya, 500 easy ways to book a taxi Clients have almost unlimited ways to book a taxi: with a phone call, sms, online on the website or via mobile apps (ios or Android). Sophisticated APIs allow developing additional channels for bookings: be it WhatsApp, Facebook, Skype, Telegram etc. At every stage to the process client is informed about status of his request via SMS notifications: --XXX driver has accepted the order, license plate number is YYYY. --the driver has arrived and is waiting for you --total trip fare is XX rubles 27 june Information phone 27 june Your car is on place! Have a nice ride! 27 june Pryamoi proezd 200, pub Drive 14 june

6 06 advanced mobile app If client uses a mobile app for requesting a ride, he gets the following benefits and bonuses 01. when driver picks up the order, client can track the driver s location in real time FOR CUSTOMERS 02. loyalty programs to motivate and reward clients to order more frequently 03. ability to pay for the ride with cashless method: clients can add funds to their mobile wallets via payment terminals or credit cards. 04. after the trip is finished clients can rate their drivers. If the client rates the driver lower than certain threshold, quality control department will get in touch with the client and the driver to investigate the case. Home Profile Your information Trip History Forgot where you were? maximum configurable billing Clients can choose their trip tariffs. Tariffs can be chosen by: 01. the vehicle type, for example the standard, the minivan (7 people), premium (business class vehicle), etc. 02. fixed price rides. Clients can set their own price (usually lower than the regular rates), which they are ready to pay for the trip. Drivers can pick up the order, if his and client s destination points are on the same way. Non-cash Payments Pay your trip with Namba Wallet Free Rides Information about free rides Help About Cervice Your Address Tverskaya str., 200 Next

7 07 B2B-ready Working with corporate clients. Processing of corporate rides can be done on credit and cashless payment terms. Employees of partner organizations can travel without needing to pay for the ride by using a special code (designated to their company) at the time of requesting a ride. Invoices can be issued for any given period of time based on the number of actual trips made by the employees of the company. FOR CUSTOMERS EVERYTHING IS UNDER CONTROL There s also a module for Quality Control Department (QCD), where it s possible to temporarily disable the drivers from the system, if there are any serious complaints from customers. Thus clients receive the best possible services and quick response to their complaints.

8 08 FOR DRIVERS SIMPLE SOLUTION FOR THE DRIVER Simple and clear application with maximum comfort without queues, without buying additional equipment, with precise counter and convenient charging

9 09 The auction-style method of order selection The driver does not need to join the queues and sign in to the quadrants. The system always knows the location of the driver. The list of all current customer orders is available to the driver and he can pick any of them. The system also shows the distance to the customers. for drivers Driver s Android application Drivers can use any Android based mobile phones (most of the device models and Android versions are supported). Special communication protocol between application and the server has been developed to minimize the 3G or GPRS data consumption, as well as to accelerate the operations of the system. Thanks to the advanced technical developments, the order appears on the driver s application screen within few seconds after the creation. When the driver accepts the order request, map with a route to the client appears on his screen. A convenient way to settle payments with the dispatch office The settlements are done on a prepaid basis. Drivers are charged certain amount for the shift and for each trip. In order to start the shift and start receiving orders driver must have a positive balance on his account. They can add funds to their driver s account through any payment terminal (e.g. QIWI). In this way drivers do not need to come to the office and submit reports / money / etc. Choosing the working hours: free schedule or shifts The system provides ways to charge drivers based on type of the schedules. All of the drivers are charged based on their schedules.

10 10 Emergency button In the case of any threat or emergency, drivers can use the emergency button. The driver s location is broadcasted to all of the drivers and the dispatcher office. The drivers located closest to the place of emergency can quickly arrive and help their colleague. for drivers Accurate GPS taximeter The trip fare is calculated based on the GPS data of driver s actual trip route. This system is convenient and transparent to all parties. Waiting mode The driver s application has a waiting for a customer mode which can be used before the pick up and during the ride. Waiting mode rates can be defined separately. Flexible tariffs Thanks to the flexible pricing, if the drivers own a certain type of cars or they know English, they can increase their earnings.the system can handle different rates for different times of the day. For example during peak hours the surcharge pricing may be applied, because the drivers are stuck in traffic jams. The system automatically calculates the extra charges if the drivers travel outside of certain districts, the city or even in the case of inter city trips. Next order feature It s possible to allow drivers to pickup second order requests while still driving the first customer. This improves driver efficiency and shortens the delivery time of cars. If the company s policies prohibit such operations, this feature can be disabled.

11 11 for Operatos CENTER OF OPERATOR MANAGEMENT The most efficient operator work space with all of its functionalities designed to achieve the main goal - drastic time reduction of accepting orders and distributing it to the drivers

12 12 The system allows the operator to be able to check the legitimacy of the order in just a few seconds and to decide whether to distribute it to the drivers or to call the client for any necessary clarifications. Thanks to this number of operators can be reduced by two or three times. for Operatos Reduced order processing time allows using efficiency wages, by tying up operators work to the quantitative indicators. Operators who have transferred to the Namba taxi system from other systems, note that the speed of order processing within Namba Taxi is reduced from few minutes to a few seconds, and customers are convinced that their order requests go directly to the drivers. There is no need to install special software on the computers of operators - all they need is a Google Chrome web browser since the operating space is fully realized through a web interface. This allows operators to work from anywhere without being tied to a particular office, and without being dependent on a particular computer configuration or operating system. The system is highly scalable due to the web interface which allows quick addition of operators to the system and depending on the load lets flexibly control their amount.

13 13 Operator s web interface includes: for Operatos Telephony, ability to make and receive phone calls from any telephone network. For the convenience of operators there are several keyboard shortcuts which allow them to quickly receive phone calls or change the status of the operator. There is also an option to automatically end the current active call and immediately accept the next call. Calls between operators are distributed evenly. Telephony is based on the new WebRTC solution which allows us to scale quickly and seamlessly. At the same time everything is handled by JS-code. Integration is possible both through the SIP protocol for landline numbers and via GSM gateways to connect mobile phone SIM cards. It is also possible to balance the load of outbound calls for the prefixes of mobile operators to save money on outgoing calls. There is an automatic SIM card balance check with monitoring capabilities.

14 14 The drivers map The map, which shows all currently active drivers in real time, their statuses (busy, free, waiting for a client etc.), vehicle types (standard. comfort, minivan etc.). By clicking on the driver you can immediately call him to clarify the route or any other information. There are also options to search by driver or client address and filter by vehicle type are on the map. When receiving the call, the address of the client is automatically determined on the map, and operators can immediately inform the client about the availability of cars within that area. Automatically determined addresses can be manually corrected by operators. for Operatos

15 15 The order card in the operator s interface, contains: --order information. Can view and edit all customer information, order status, history of the order processing. Operator can fast dial any driver from within the card. --customer information. If the customer is white or blacklisted, number of trips, special preferences. --order management. If it s an advance booking, required time of the delivery, assignment to particular driver, rate of the order for Operatos The card enables a single operator to process multiple orders at the same time.

16 16 Order processing center. Consists from three sections: --New orders - orders coming from the website, mobile apps, or sms --Active orders - orders confirmed by the operator, which are then passed on to the drivers --Advance bookings - cars will be delivered to client later. For example, if the client needs a taxi at night, it is possible to order a taxi in advance. Operator sets the exact time on the system and doesn t worry about it. 15 minutes before the needed time, that particular order will be added to the section called new orders and be reviewed by the operator. for Operatos The order will be present within the system until it is completed. This could be the moment when the client got into the car, 5 to 10 minutes after the beginning of the trip, or the moment when the trip is completed - this settings can be adjusted.

17 17 Features of the order processing center. Order can have the following statuses: --SMS order - any order that is not received through a phone call --New - recently processed order - - Accepted - when driver picks up the order and is on the way to client s location --Arrived - when driver has arrived to client s location and is waiting for the client --On the board - when the driver picks up the client and is heading to the destination. System allows to set any amount of required statuses. for Operatos Operator sees all the orders and if needed has the ability to call a client or driver with one click. False order. If the driver is suspecting a false order, he can click the appropriate button within the application. The order automatically highlights in red and goes to the top of the order list so that responsible operator can find out the reason why was it flagged as false. «No cars». If the order is not taken by drivers within a few minutes, the system highlights the order with yellow color, then the operator can cancel the order and send a note «no cars in your area» to the client. The client will receive the information through the app or SMS. After that the order will be removed from processing.

18 18 for managers ALL YOU NEED FOR THE MANAGER The system operates as a single center of HR and finance management. All the necessary operations are done in the browser from anywhere in the world.

19 19 Center of HR and Finance management It includes the following sections: --Driver management --Visualised order reports --Financial reports --Management of the corporate sector --Handling customer complaints --Management of call center operators --Quality control department --Archives of operators communication with clients and drivers for managers

20 20 Driver management Recruitment, modifications, blocks, and discharge of the driver Full background information about the driver, including the possibility of classifying them by the service type (VIP, comfort, standard) and the type of car (minivan, SUV, Luxury, Standard). Driver efficiency and activity reports Reports on the efficiency include following information for the selected period of time: --Number of active drivers --Number of processed and canceled orders --Number of drivers who were late to the shift --Average driver s rating --Number of complaints Reports on late drivers. Reflects the current information about drivers who are late to their shift today List of active drivers on current shift Reports on discharged and blocked drivers for managers

21 21 Visualised order reports Provides all operational information about the orders: --When was the order received --When was the order accepted by driver --When did the driver arrive to the pickup point --When did the driver pick up a client --When did the driver reached the destination point --How many kilometers did the driver drive --How much did customer pay for the trip Additionally these reports contain: --Address and comments about the order --Which operator received the order --Which operator cancelled the order --What is the status of the order for managers All these reports can be filtered by time and date and be uploaded to Excel.

22 22 Financial reports Daily revenue. Comprehensive report on each day within the selected date range. Shows the revenue in rubles received from: --Orders from the street hails --Orders received by operators --Fines --Number of active drivers --Payments received from terminals --Other deductions for marketing campaigns, customer loyalty programs, stocks and other costs that affect the settlements between dispatch office and the driver. Monthly revenue. It provides the ability to conveniently monitor the financial flows during the year. It contains similar information as in daily revenue reports. Reports on revenues coming from the terminals. Summarised and detailed. Provides information about transactions carried out by drivers on terminals. Reports allow managers to see the flow of money on all terminals in one place. Balance sheet of the driver. This report allows you to see the flow of money of the driver. Amount of money that was added to his balance and amount of commission he paid during his shift. Monthly Report on the balance of the driver. In this report, the accountants can see the balances of the drivers and how much they have spent on commissions during all their shifts within that month. How much money was deposited through the terminals and the remaining balance by the end of the month. for managers

23 23 Management of the corporate sector This section contains the list of companies that are registered as corporate clients. Corporate clients are provided with one or more corporate codes and with specified number of trips. Employees of the companies can request a taxi via SMS or through operator by stating the company s specific corporate code word. When receiving the order conditions of the partnerships are taken into consideration. This allows corporate customers to make cashless payments. Settlements with the drivers are made by receipts received from employees of companies that are registered as corporate clients. for managers Handling customer complaints The system has a module for receiving complaints from customers. Complaints are accepted from mobile apps, via phone calls or SMS. The operator of Quality Control Department receives and processes the complaint from a customer and sends it to the Transportation Department. Transportation Department solves the issue and gets back to the Quality Control Department with the results, which are then passed on to the client who made a complaint. Management of call center operators --Recruitment, modifications, blocking and firing the personnel --Automatic adjustment of the telephony for new operators --Reports on the efficiency of the operators by taking into account the number of received and canceled orders processed by them --Archive of all of the phone calls lets the management carry effective quality management of customer service provided by operators

24 24 Information PROMPT AND RELIABLE SYSTEM The system operates as a single center of HR and finance management. All the necessary operations are done in the browser from anywhere in the world.

25 25 The following numbers are the best indicators of the success, sophistication level, ergonomics and high competitiveness of the system: More than More than More than customers served the system in less than a year loyal customers who appreciate the high quality of service active customers who installed our mobile apps use it on a regular basis About system More than successful orders per day 4 5 minutes The average car delivery time Up to 800 drivers online who can be served by 4-6 operators Thanks to the use of innovative technologies and in-house developments, the system demonstrates following specifications while working on mid-range servers: Processes up to The average response time from the server ,5 MS 20 MS requests per second For operators For drivers and this is not the limit

26 26 The process of installing and maintaining the system: About system Customer determines the initial level of the system and predicts the growth Our team defines the complete set of equipment needed to a start with a widemargin (for future safety reasons) Customer is responsible for purchasing the necessary equipment Our team sets up the basic package on customer s equipment Our team configures the system for monitoring and connects the 24/7 support team to the system Customer specifies the list of necessary features that need to be implemented within the system Our team calculates the cost of the support and maintenance of the system based on the basic and additional necessities of the customer Calculates the amount of man working hours required for the successful launch of the service and the support the customer s system according to desirable configuration In the future the number of hours may be either increased or decreased

27 27 OUR achievements achievements startupistanbul.com highload.ru techconnect.tech half-final Istanbul, Turkey // 2015 Speaker Moscow, Russia // 2015 TOP 10 best startups Astana, Kazakhstan // 2015