FREENOW: SMS for Driver Communications

Challenge

FREENOW is Ireland’s number 1 taxi app, allowing customers to book all their favourite ways to travel in one app. With a nationwide service, FREENOW completes more journeys than any other app in the Irish market. FREENOW is available in more than 150 cities across 10 European countries. 

FREENOW also offers multiple benefits to drivers, including assistance with driver training, loyalty programmes and more.

FREENOW’s Dublin team approached Púca about communicating about their loyalty programme benefits with newly registered drivers during the onboarding process. They also needed a way to follow up on unanswered calls to drivers.

Solution

Using Púca’s Impower SMS messaging platform, FREENOW’s contact centre team can send personalised messages to drivers, with only minimal training required.

Impower provides tiered, multi-user access so it was ideal for FREENOW to be able to easily onboard their contact centre staff, give them full control of users, as well as an audit trail and detailed reporting.

Results

After a successful 1 month proof of concept FREENOW adopted the Púca Impower platform in 2022 for both driver onboarding and loyalty / retention communications.

Katie O’Cuilleannáin, Driver Operations Manager with FREENOW commented; 

“Púca’s Impower has really improved our driver communications, and we’ve seen a 10% uplift in retention since we started. We’ve found Impower to be extremely easy to use and intuitive, I don’t know how we managed without it.” 

Katie O’Cuilleannáin, FREENOW Driver Operations

Púca CEO Eileen Carroll had this to add;

“We’re so pleased to be supporting FREENOW’s driver operations team for over 2 years now, and delighted they’re getting great results with Púca. SMS is such a widely available channel it makes perfect sense as a way to communicate with their driver community”.

Eileen Carroll, Púca CEO

Pictured above: FREENOW Ireland’s General Manager Danny O’Gorman