Problem
To Blacklane, the experience our chauffeurs deliver day after day to guests is key to the outstanding service we deliver. The company therefore wanted to enhance chauffeur engagement and ride acceptance rates as part of uplifting its premium standards. The challenge was incentivizing and recognizing chauffeurs effectively to boost their loyalty and thereby ensure consistent, high-quality experiences across its global operations.
Strategy
Leveraging Braze platform's journey orchestration and personalization tools, Blacklane launched a rewards program focused on celebrating chauffeurs’ milestones and behavior through monetary rewards and recognition. This program was designed to acknowledge chauffeurs’ achievements and encourage higher ride acceptance rates through tailored, cross-channel messages via email and Content Cards, integrated seamlessly with real-time data from the Blacklane app and Salesforce via Rudderstack.
Results
The campaign drove a 10% increase in frequency of rides from participating chauffeurs.