Case Study: Via (on-demand transit company) achieves shorter rider wait times and referral-driven growth with mParticle

Improve product experience with unified data

Via, an on-demand transit company operating in NYC, Chicago and Washington, DC, needed to get riders and drivers to change ingrained habits by delivering a consistently exceptional experience — especially faster rider wait times. To tackle this, Via partnered with mParticle to unify event, location and operational data (from seven different systems) so the team could analyze exactly where and when rides were being booked.

Using mParticle, Via connected all data sources directly into its Redshift cluster in minutes instead of weeks, enabling analysts to pinpoint high‑demand places/times and power real-time push alerts to drivers via integrated app analytics, location and messaging providers. The result was a measurable improvement in wait‑time responsiveness and customer satisfaction — fueling a product that largely sells itself, with more than 85% of Via’s growth now driven by referrals and word‑of‑mouth.

Via

Adam Kitain

Senior Growth Associate