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Improving CX for Shared Mobility Services in India

Shared mobility is an umbrella term for companies that enable individuals to access a vehicle as and when they require it.

Shared mobility services like Uber and Ola ushered in a new era of public transportation, which needed to be more active with the use of autos, buses, and metros in urban areas. Dealing with a heavily unionized industry, these companies helped open the ride-sharing provider market.

Before the pandemic, these companies saw enormous markets for their services. However, things hit a slump during 2020, with the back-to-back lockdowns in India and public concerns around health and hygiene. 

Most of these companies offered carpooling services, such as Ola Share or Uber Pool, discontinued due to changing consumer behavior.

As we look at revitalizing the sector post-pandemic, there is a need for improved customer experience (CX) to ensure sales hit higher levels than in the pre-2019 era. This article explores the challenges of CX for shared mobility services in India and potential solutions for improvement through digital initiatives.

Understanding Shared Mobility in an Indian Context

Shared mobility services include ride-hailing, bike-sharing, car-sharing, and other shared mobility services which typically rely on technology, such as digital platforms, to connect users and provide vehicle access. Some examples of shared mobility services are:

E-hailing: A service that allows users to book a ride with a driver using an app or website. The ride can be private or shared with other passengers. Examples: Uber, Ola, BluSmart, etc.

Car sharing: A service that allows users to rent a car for a short time, usually by the hour or day. Users can pick up and drop off the vehicle at designated locations or anywhere within a specific area. Examples: Zipcar, Zoom Car, Revv, etc.

Bike and scooter sharing: A service that allows users to rent a bike or scooter for a short time, usually by the minute or hour. Examples: Bounce, Yulu, Lime, Bird, etc.

Carpooling and ride-sharing: A service allowing users to share a ride with other users traveling the same route. Users can arrange the ride in advance or on demand. Examples: Blablacar, Quick Ride, Waze Carpool, etc.

How do these services benefit the customer?

In several ways, shared mobility services benefit the end users in India. Be it reducing traffic congestion and pollution by decreasing the number of private vehicles on the road. Providing affordable and convenient transportation options for urban commuters who do not own a vehicle or cannot afford other modes of transport. 

And enhancing accessibility and connectivity for rural areas and underserved regions that lack adequate public transport infrastructure or services, which could be highlighted as some of the key benefits. 

What are the concerns plaguing consumers today?

  • Safety and hygiene: India’s shared mobility services face challenges in ensuring the safety and hygiene of vehicles and drivers, especially during the COVID-19 pandemic. This raises user concerns about the risk of infection, theft, harassment, or accidents.
  • Data and technology: India’s shared mobility services rely on data and technology to provide efficient and seamless user services. However, there are challenges in collecting, analyzing, and sharing data across different platforms and stakeholders. There are also issues of data privacy, security, and quality.
  • Cost efficiency: Rising input costs and attempts from service providers to jack up prices through cases like surge pricing, night charges, etc., add to the overall costs that trickle down to the end consumers.

Mantra Labs recently surveyed whether consumers would want to use carpooling services such as Uber Pool and Ola, where 60% of respondents replied with a firm YES. 

  • Poor customer service: In India, the reliability of such transportation options could be better. Customers often deal with long waiting periods, last-minute cancellations, poor driver behavior, and inefficient customer complaints management.

Improving customer service through CX solutions

  • Education and Awareness

Education and awareness initiatives are needed to improve the customer experience for shared mobility services in India. These initiatives should emphasize the importance of safe, reliable, and efficient transportation services and the need to adhere to safety regulations.

Options to provide your tracking details to another mobile number, immediate notification if the driver deviates from a marked route, road safety assistance in case of an accident or encounter, etc., should be provided and highlighted upfront on the mobile app.

Through these initiatives, stakeholders will be able to use the services in a comfortable and mentally peaceful manner, likely improving both the usage and the experience.

Mantra Labs helped build the mobile app for India’s #1 shared mobility services provider from scratch. Discover how we created a seamless platform that works at scale.

  • Lower Prices

Most ride-sharing apps provide promotional codes, discounts through third-party apps, or even weekly/monthly passes to help combat high prices and surge pricing. However, users must be aware of these benefits and avoid a high price barrier.

Microsoft Edge provides a pop-up when a user is at the payment stage of their cart for any shopping website – with information on the discount coupons available. Having a similar setup while a user completes payment will ensure that consumers can utilize the benefits.

  • Loyalty Programmes 

Cashback and loyalty points are also efficient ways to reduce a consumer’s financial burden. They are improving customer retention and boosting customer satisfaction. Companies can use gamification tools to improve user engagement and the time consumers spend on their apps. 

Mantra Labs created a rewards program for Myntra’s End of Reason Sale, which allowed users to collect coins and rewards redeemable during their purchases. Similarly, offering premium services such as free upgrades, in-transit entertainment, and partner offers as rewards would increase user stickiness. 

Conclusion

Shared mobility services have great potential to reduce congestion, air pollution and increase connectivity in India. However, there are still many improvements in customer experience to ensure these services are utilized to their full potential. By implementing lower prices, pop-up notifications, cashback, and loyalty points, these services can become more accessible and attractive to consumers. These changes will improve customer experience and make shared mobility services a viable option for many people.

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How Smarter Sales Apps Are Reinventing the Frontlines of Insurance Distribution

The insurance industry thrives on relationships—but it can only scale through efficiency, precision, and timely distribution. While much of the digital transformation buzz has focused on customer-facing portals, the real transformation is happening in the field, where modern sales apps are quietly driving a smarter, faster, and more empowered agent network.

Let’s explore how mobile-first sales enablement platforms are reshaping insurance sales across prospecting, onboarding, servicing, renewals, and growth.

The Insurance Agent Needs More Than a CRM

Today’s insurance agent is not just a policy seller—they’re also a financial advisor, data gatherer, service representative, and the face of the brand. Yet many still rely on paper forms, disconnected tools, and manual processes.

That’s where intelligent sales apps come in—not just to digitize, but to optimize, personalize, and future-proof the entire agent journey.

Real-World Use Cases: What Smart Sales Apps Are Solving

Across the insurance value chain, sales agent apps have evolved into full-service platforms—streamlining operations, boosting conversions, and empowering agents in the field. These tools aren’t optional anymore, they’re critical to how modern insurers perform. Here’s how leading insurers are empowering their agents through technology:

1. Intelligent Prospecting & Lead Management

Sales apps now empower agents to:

  • Prioritize leads using filters like policy type, value, or geography
  • Schedule follow-ups with integrated agent calendars
  • Utilize locators to look for nearby branch offices or partner physicians
  • Register and service new leads directly from mobile devices

Agents spend significantly less time navigating through disjointed systems or chasing down information. With quick access to prioritized leads, appointment scheduling, and location tools—all in one app—they can focus more on meaningful customer interactions and closing sales, rather than administrative overhead.

2. Seamless Policy Servicing, Renewals & Claims 

Sales apps centralize post-sale activities such as:

  • Tracking policy status, premium due date, and claims progress
  • Sending renewal reminders, greetings, and policy alerts in real-time
  • Accessing digital sales journeys and pre-filled forms.
  • Policy comparison, calculating premiums, and submitting documents digitally
  • Registering and monitoring customer complaints through the app itself

Customers receive a consistent and seamless experience across touchpoints—whether online, in-person, or via mobile. With digital forms, real-time policy updates, and instant access to servicing tools, agents can handle post-sale tasks like renewals and claims faster, without paperwork delays—leading to improved satisfaction and higher retention.

3. Remote Sales using Assisted Tools

Using smart tools, agents can:

  • Securely co-browse documents with customers through proposals
  • Share product visualizations in real time
  • Complete eKYC and onboarding remotely.

Agents can conduct secure, interactive consultations from anywhere—sharing proposals, visual aids, and completing eKYC remotely. This not only expands their reach to customers in digital-first or geographically dispersed markets, but also builds greater trust through real-time engagement, clear communication, and a personalized advisory experience—all without needing a physical presence.

4. Real-Time Training, Performance & Compliance Monitoring

Modern insurance apps provide:

  • On-demand access to training material
  • Commission dashboards and incentive monitoring
  • Performance reporting with actionable insights

Field agents gain access to real-time performance insights, training modules, and incentive tracking—directly within the app. This empowers them to upskill on the go, stay motivated through transparent goal-setting, and make informed decisions that align with overall business KPIs. The result is a more agile, knowledgeable, and performance-driven sales force.

5. End-to-End Sales Execution—Even Offline

Advanced insurance apps support:

  • Full application submission, from prospect to payment
  • Offline functionality in low-connectivity zones
  • Real-time needs analysis, quote generation, and e-signatures
  • Multi-login access with secure OTP-based authentication

Even in low-connectivity or remote Tier 2 and 3 markets, agents can operate at full capacity—thanks to offline capabilities, secure authentication, and end-to-end sales execution tools. This ensures uninterrupted productivity, faster policy issuance, and adherence to compliance standards, regardless of location or network availability.

6. AI-Powered Personalization for Health-Linked Products

Some forward-thinking insurers are combining AI with health platforms to:

  • Import real-time health data from fitness trackers or health apps 
  • Offer hyper-personalized insurance suggestions based on lifestyle
  • Enable field agents to tailor recommendations with more context

By integrating real-time health data from fitness trackers and wellness apps, insurers can offer hyper-personalized, preventive insurance products tailored to individual lifestyles. This empowers agents to move beyond transactional selling—becoming trusted advisors who recommend coverage based on customers’ health habits, life stages, and future needs, ultimately deepening engagement and improving long-term retention.

The Mantra Labs Advantage: Turning Strategy into Scalable Execution

We help insurers go beyond surface-level digitization to build intelligent, mobile-first ecosystems that optimize agent efficiency and customer engagement—backed by real-world impact.

Seamless Sales Enablement for Travel Insurance

We partnered with a leading travel insurance provider to develop a high-performance agent workflow platform featuring:

  • Secure Logins: Instant credential-based access without sign-up friction
  • Real-Time Performance Dashboards: At-a-glance insights into daily/monthly targets, policy issuance, and collections
  • Frictionless Policy Issuance: Complete issuance post-payment and document verification
  • OCR Integration: Auto-filled customer details directly from passport scans, minimizing errors and speeding up onboarding

This mobile-first solution empowered agents to close policies faster with significantly reduced paperwork and data entry time—improving agent productivity by 2x and enabling sales at scale.

Engagement + Analytics Transformation for Health Insurance

For one of India’s leading health insurers, we helped implement a full-funnel engagement and analytics stack:

  • User Journey Intelligence: Replaced legacy systems to track granular app behavior—policy purchases, renewals, claims, discounts, and drop-offs. Enabled real-time behavioral segmentation and personalized push/email notifications.
  • Gamified Wellness with Fitness Tracking: Added gamified fitness engagement, with rewards based on step counts and interactive nutrition quizzes—driving repeat app visits and user loyalty.
  • Attribution Tracking: Trace the exact source of traffic—whether it’s a paid campaign, referral program, or organic source—adding a layer of precision to marketing ROI.
  • Analytics: Integrated analytics to identify user interest segments. This allowed for hyper-targeted email and in-app notifications that aligned perfectly with user intent, driving both relevance and response rates.

Whether you’re digitizing field sales, gamifying customer wellness, or fine-tuning your marketing engine, Mantra Labs brings the technology depth, insurance expertise, and user-first design to turn strategy into scalable execution.

If you’re ready to modernize your agent network – Get in touch with us to explore how we can build intelligent, mobile-first tools tailored to your distribution strategy. Just remember, the best sales apps aren’t just tools, they’re growth engines; and field sales success isn’t about more apps. It’s about the right workflows, in the right hands, at the right time.

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