Case Study: Ola Cabs achieves secure, scalable driver-rider communication with Exotel

Running their day-to-day business via phone calls

Ola Cabs, one of India’s largest cab aggregators powering over 750,000 rides a day across 100+ cities, depended heavily on calls and SMS to coordinate drivers and riders. They needed a scalable, trackable telephony backend that simplified driver–rider communications, protected customer privacy through number masking, and supported driver training and engagement at scale — requirements they addressed with Exotel’s cloud telephony solution.

Exotel provided virtual numbers, click-to-call functionality, call recording, number masking, and IVR/SMS workflows for training feedback and automated driver engagement. As a result, drivers can connect to customers with a single click while rider numbers remain hidden, managers can review recordings for incidents, and Exotel now powers calls across all 100 cities Ola Cabs operates in — saving time and resources by targeting follow-ups only to drivers who need them and improving overall safety and operational efficiency.

Ola Cabs

Prateek Jain

Former Associate Director, Driver Experience