Business cases

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Guppy

Guppy.es

guppy puts at our disposal a fleet of 100% electric vehicles so that we can move freely around the city and without worrying about parking, since this service includes parking in the city center.

Agile, comfortable and ecological mobility 0 emissions and 0 noise

Challenge

40 % incident rate

Registration time up to 1 week

Results

Average registration time per user <1 minute

Maximum registration time in cases that need manual validation 48 h

Born in 2019

Born in 2019

+ 800.000 km
tours

+ 800.000 km
tours

+ 12.000 users

+ 12.000 users

Asturias | Cantabria
5 cities

Asturias | Cantabria
5 cities

The challenge: who’s driving?

When hiring an identity verification solution, guppy highlights two main needs:

1. Improve the user experience
2. Protect customers and fleet, avoiding any type of fraud

These needs correspond to the main problem that the company was going through: a weak customer experience. Before Alice, the company’s sign-up process was complex and generated a lot of issues, leading either to sign-offs or referrals to customer support.

When we talk about guppy, we are talking about a new and digital service that involves a remote registration process. So online registration is the first contact with customers and must be completely intuitive and straightforward.

Registering a user is key for us: nothing can go wrong, since a bad experience can mean user dissatisfaction. We need the perfect balance.

Pablo Campos-Ansó, Head of New Business at guppy

On the other hand, the company has to ensure that their users are legitimate and only want to use their vehicles to move freely.

The prevention and fight against fraud begins during onboarding, so it is crucial to deny access to the fleet to those users with fraudulent histories or who, in the first place, try to register false documentation. Not only to protect material goods, but also the whole of society that could be involved in a car accident, for example.

The solution: Alice

At Alice we are aware of the need for guppy to offer an agile and secure registration process. For this reason, we provide them with an automatic, fast and flexible solution that allows the final user captures and validates their documentation instantly and without friction.

During the registration process in the guppy application, the final user only has to take a photo of their identity document on both sides and driver’s license, Alice takes care of the rest. In just a few seconds, the time it takes the user to make the capture, the user will be verified.

On the other hand, guppy is in “geographic expansion” mode, so our solution offers the scalability they demand without the risk of increased friction.

The results: Goodbye incidents

The integration with Alice has allowed guppy to verify the identity of their potential users through an automated process that is fully compliant with data protection regulations.

This solution has also served to increase the trust of the guppy community, by eliminating the registration of criminals, while offering maximum security for legitimate customers.

Currently guppy has a smooth customer experience, which has allowed the company to increase their registration rate without incidents and, also, the number of registrations.

This reduction in problems during the verification process has been accompanied by a notable decrease in the average registration time per user.

These indicators translate into a better user experience, who feels that they are participating in a simple process and, of course, in significant financial savings, since customer service time is greatly reduced.

Reducing the number of calls from new users with registration problems, to the point of almost disappearing, is the best feedback we could get. Knowing that a user can access a vehicle for the first time in less than 5 minutes is a piece of mind for everyone.

Pablo Campos-Ansó, Head of New Business guppy