- Careem is a rapidly-growing tech start-up in Dubai that offers a chauffeur-driven car service with an easy-to-use digital booking process
- Careem needed an ICT platform that could support its growth and manage 400 agents handling 10,000 calls a day and serving 150,000 drivers
- With Orange Business Talk, an IP voice network and digital call collection solution that specifically covers the Gulf Cooperation Council plus Egypt and Jordan, Careem now has a platform that can support its rapid growth across the Middle East and will help ensure that all of its agents and drivers can focus on delivering world-class customer service
"Orange Business Services has exceeded our expectations with their ability to match our demands for agility and speed. They also bring our company the added advantage of local expertise and presence that our business needed in the region and beyond."
Issues and challenges
Careem is a leading tech start-up launched in 2012 in Dubai. It is currently valued at $1 billion and is the only tech unicorn in the Middle East. Careem identified a major opportunity in the region, as many adults there are unable to drive; for example, 50% of the adult population in Saudi Arabia are not qualified to drive. Careem offers a chauffeur-driven car service with an easy-to-use digital application and booking process. Their chauffeurs are referred to as “captains” to show respect and to reflect the quality of the drivers that Careem recruits.
The company is rolling out its service across the Middle East with high demand driving 30% month-on-month growth. Careem’s ICT structure needs to support the increasing number of captains– now over 150,000 – and 400 agents handling 10,000 calls a day in 80 cities across 13 countries.
- Voice and telephony
Support call center agents and drivers to always deliver world-class customer service
The Orange Business Services solution
- Orange Business Talk, an IP voice network and digital call collection solution that includes local numbers
- Coverage – Gulf Cooperation Council plus Egypt and Jordan
- Guaranteed voice quality with SLAs
- Project management
The Orange Business Talk solution is enabling Careem to accelerate growth across the Middle East.
- Enhanced customer service using the Careem application for booking, tracking and payment
- Platform to support 400+ agents handling rapid business growth
- Accelerated digital transformation