Toku’s Cloud Communication APIs Solution wins at the SBR Technology Excellence Awards 2022

Toku’s Communication API is used by Southeast Asian ride-hailing giant Gojek.

Leading cloud communications provider Toku has bagged the API-Telecommunications accolade in SBR Technology Excellence Awards 2022. Now in its fourth year, the awards recognise companies who ride the digital disruption wave with technological innovations that have successfully transformed industries and business models, from adapting to the changing needs to going beyond expectations. 

Ride-hailing service Gojek is one of Toku’s top clients. The company offers a wide range of services from transportation and food delivery to digital payments, logistics and many other on-demand services. When Gojek expanded into Singapore, they recognised that launching a second-rate or poorly performing app in a country with such technological standards would not work. 

The main challenge for Gojek was balancing the high volume of calls and emails with maintaining fast response times. The ride-hailing company realised that having a customer support agent intermediating between the driver and the passenger to coordinate the retrieval of lost items was redundant since the only added value there was to protect the contact details of the different parties. 

Demand for this service was high, and to optimise the process, Gojek decided to use Toku’s communication APIs to automate the resolution of lost and found use cases.

Product Manager of CareTech, Ganapathi Subramanian decided to integrate Toku’s Interactive Voice Response (IVR) into the phone lines to allow the customer or driver to dial in and report a lost or found item without the need for a customer service intervention.

“The IVR automatically collects all the information needed – such as identification and which trip was involved,” Subramanian said. 

To automatically assist customers, internal APIs help fetch trip details from the relevant systems, whilst communications APIs are used to share the consolidated trip summary. It was critical that the chosen communications APIs partner could easily integrate with Gojek’s systems to find out details such as pickup point, drop off time, route, payments, and more. 

Fortunately, Toku’s technology provided seamless integration, making the entire process hassle-free. 

Once all the details are logged, a dedicated hotline is automatically set up by Toku, allowing the driver and customer to contact each other. The channel is completely secure and anonymous, protected by a number masking API. Communications APIs are also used to automatically send out emails and SMS messages to both parties, which include the masked connection number. 

From previous collaborations with Toku, including existing outbound calls and SIP trunk line management, Subramanian knew that Toku could deliver high-quality results. 

“The quality of the documentation was superb, and we always got quick responses to our queries during implementation. Toku was always on hand to help us resolve any problems we had,” Subramanian said.

Gojek benefitted from Toku’s unique combination of local expertise and in-country infrastructure. More than 50% of lost and found cases are now resolved by the IVR flow. This allowed Gojek to scale down on manpower and adapt to the challenges of the COVID-19 pandemic more effectively. In addition, around 90% of reported lost and found cases are solved without agent intervention. For Celine Que, Head of Service Excellence, Singapore at Gojek, Toku’s Communication APIs eliminated the need for Gojek to build an in-house solution from scratch, providing significant cost savings. 

“Toku’s solution helped us to scale down on our manpower requirements, which was very helpful for us,” Celine said.

Empowering customers with rapid solutions and moving to the cloud has never been easier with Toku as they continue to help businesses overcome the complexity of digital transformation in the APAC region.

Watch the interview below to know more about their winning project: