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Challenge
Manual workflows were slowing growth. Dispatch relied on phone calls. Finance teams lacked automation for debt recovery and reconciliation. Leadership needed a well-monitored, 24x7 cloud infrastructure and clear KPIs for data-led decisions. The business also needed higher return-set utilisation to improve route economics.
Client Review
Innovify understood exactly what we were trying to solve — making intercity travel simpler and smarter. Their team worked with real commitment and speed, helping us build a platform that feels intelligent from the inside out.
Key Objectives
- Eliminate routine operational intervention across the booking lifecycle
- Acquire bookings via web and mobile with near-zero human touch
- Equip Finance to recover debts faster and reconcile accounts online
- Improve return-set utilisation to maximise margins
- Define and track KPIs for data-led decisions
- Ensure a stable, robust, monitored cloud setup that scales on demand
Solution
Innovify delivered a product-first, cloud-native platform through agile, iterative releases.
1) Driver Acceptance and Dispatch Automation
- Built a Driver App to accept or reject rides based on a rules-driven preference algorithm, monitored through a central Dispatch Panel.
- Enabled call-centre agents to log bookings directly into the platform, pushing jobs to drivers without manual calling. Call-centre load dropped to about 50 percent in phase one.
2) Customer Apps and Channel Expansion
- Developed iOS and Android apps so customers could book directly.
- Reduced call-centre load to about 20 percent, then to near zero, with loyalty and refer-and-earn features that nudged users towards digital channels.
- Exposed APIs for integration with aggregators such as Ibibo and ixigo, shifting further volume from phone to technology.
3) Scalable Architecture
- API-first microservices deployed in containers for horizontal and vertical scaling.
- A hybrid data strategy using SQL and NoSQL for low-latency reads, privacy and future big data analytics.
- High availability through load balancing and resilient deployment patterns to handle festival-time spikes.
4) Ways of Working and Scale-Up
- Implemented Scrum, lean delivery and KPI-driven governance.
- Used Innovify's Build-Operate-Transfer (BOT) model to help Oneway.Cab raise funds, hire core roles and bring the tech function in-house, with coaching from agile leaders and technical architects.
Results
- Fundraising: raised $450K from Indian Angel Network during scale-up, and prepared for a $3M raise for nationwide expansion.
- Scale: expanded to 400+ routes with lean staffing, enabled by automation and platform reliability.
- Efficiency: moved from roughly 80% of bookings handled by a call centre to digital-first, with near-zero manual dispatch.
- Operations: improved return-set utilisation, faster debt recovery and online reconciliation through productised finance workflows.
- Ownership: the tech roadmap and practices transitioned to the in-house team, with CTO-level guidance available on demand.
Oneway.Cab moved from phone-based operations to a cloud-native, app-led intercity platform engineered for speed and scale.
Modernising a manual, phone-led operation, or looking at AI-native capabilities such as smarter dispatch? Explore our AI & ML Development services or talk to our team.
