Case Study: FREE NOW achieves 47% higher driver activation and reduces ride cancellations with Braze

FREE NOW Activates Drivers and Reduces Ride Cancellations With In-App Messages and SMS from Braze

FREE NOW, Europe’s leading multi‑mobility app, needed to reduce ride cancellations, boost driver retention and activation, and re‑engage users who downloaded the app but never booked. To move from one‑off campaigns to automated, multi‑step messaging journeys, FREE NOW partnered with Braze, using Braze Simple Survey in‑app messages (IAMs), Canvas journeys, plus targeted email and SMS.

Using Braze, FREE NOW tested customizable driver Quests via IAMs, pre‑cancellation triggered IAMs through Canvas, and split email/SMS offers to lapsed users—delivering a 47% increase in driver activation, a 4.33% uplift in conversions among customers trying to cancel (2.4% for other targeted incentives), and a 33% rise in session starts that translated to a 21% increase in bookings from lapsed users. Braze‑powered campaigns therefore drove more completed rides, fewer cancellations, and improved supply and retention.

FREE NOW

Thomas Zimmermann

Chief Marketing Officer