To ensure added safety and security for its customers and captains (drivers) in order to protect against any untoward incident, Careem had a challenge of their own to solve. Keeping in mind the social and cultural characteristics specific to Pakistan, where Careem is a travel companion of choice for thousands of women and privacy requirements by Careem’s female captains who are giving rides to both male and female passengers, it became even more important for Careem to provide a localized solution to respond to the needs of its stake holders.
Understanding the gravity of the situation, Eocean provided Careem with a call masking solution to allow Careem captains and customers to communicate with each other without disclosing their real mobile phone numbers. When the customer initiates call to the captain, Eocean’s voice platform receives the call and masks the real phone number of the customer and connects the call with the captain over Careem’s API using a virtual number (direct inward dialing) that is temporarily valid for the session and vice versa. Real time metrics dashboard helped Careem to check the exact time of call initiated (city wise), duration of call etc. which helped Careem to address and resolve driver-customer complaints seamlessly.
By adding Call masking technology to its platform, Careem has built safer journey for its customer and captains increasing Careem’s customer base and reinforcing the company’s commitment to building a trusted brand for safer commuting in the country.