How Jayride Soars to New Heights With Aircall

Whether you’re a spontaneous traveller or someone who plans every minute of your holiday, there’s one part of travelling that’s stressful for everyone…

Getting to and from the airport.

Do taxis accept credit cards? Is Uber available in this country? Will I get to the airport in time for my flight?

With access to transport in over 1,500 airports across 81 countries, Jayride’s platform lets travellers compare and book airport transfers from local providers in advance, making transfers easy, painless and seamless.

Finding the Most Efficient Route

Jayride supports customers from start to finish. They help travellers find the right type of vehicle, compare prices, and even ensure pick-up is on time and organised.

Additionally, Jayride empowers local travel agents, partners, and transport providers, many of whom are small businesses, to market their services online for the very first time.

As a B2C and B2B company, Jayride needs a reliable and robust communication system, but their previous phone solution left a lot to be desired.

Using Skype, Jayride was mostly limited to outbound calls when speaking to both customers and agencies. Plus, a growing inbound sales team needed a better way to manage users and accounts.

Jayride’s Head of Traveller Direct, Aron Lewin, led the search for a tool that integrated with their current systems (Salesforce and Help Scout) and could keep customer notes and payment information in one place.

Avoiding Roadblocks and Accelerating Growth

After growing the team, Jayride was ready to scale into new markets, but a rigid IVR menu was significantly slowing down that progress.

“You needed a developer to manage that [IVR] system, and resources were scarce in our tech department. If we wanted to make any changes, we were roadblocked… Aircall really freed us from that.”

Lewin was impressed by Aircall’s turn-key readiness, as well as how easily admins could make structural changes.

“Because it’s such an intuitive platform, it’s much easier to make changes on the fly. Creating selections on the IVR, adding users, activating numbers, onboarding people… that stuff has made it easy to manage the whole system.”

Plus, Lewin found the ability to create local numbers in key regions especially appealing.

“We only had five numbers around the world, and we were starting our international rollouts where we expanded to 81 countries. Aircall allowed us to set up a phone number in most countries where we needed it pretty seamlessly.”

Many of the teams at Jayride work remotely, with employees in Australia, Europe, the US, and Southeast Asia, so choosing a service with mobility was key.

Aircall’s easy-to-use interface, quick implementation, and simple rollout turned onboarding an intercontinental workforce into a routine task.

Accelerating Using Analytics

Aircall’s reports have had a huge impact on Jayride’s business. By monitoring call volume, answer rate, missed calls, and resolution time, Jayride created more efficient staffing rotas.

“When we started, the inbound team was missing about 48% of calls and now we’ve got it down to about 20% or less.”

As Jayride continues to grow, they’ve started to use additional features, like call recordings, to improve agent training. Team leaders and managers review conversations, noting what can be improved and how to better serve customers.

Having a unified phone system connecting all teams provides consistency on a global scale.