64% lower costs and 38K more driver hours per month

The challenge.

A global mobility platform needed a scalable infrastructure for driver onboarding, reactivation, and quality improvement across high-growth markets.

Manual training was costly and slow, while standard app notifications often failed to drive behavioral change. The client needed a way to deliver critical updates and skills training that felt seamless to the driver, ensuring consistent service quality and rapid activation without inflating operational costs.

The solution: a system for fast, localized driver execution

Reps became the infrastructure for driver onboarding, reactivation, and quality improvement. Embedded directly in the driver app, the platform delivered localized, mobile-first plays that aligned with live product updates, region-specific workflows, and performance goals.

Key actions included:

• Embedding the platform into the partner app for seamless access and single-click registration.
  
• Delivering content in more languages than the app itself to increase reach and comprehension
  
• Launching hundreds of short, region-specific video plays tied to product and policy changes
• Using readiness signals to track field impact, reactivation, and behavioral change in real time

Execution became consistent, measurable, and directly aligned with operational goals.

The outcome: better quality, faster activation, and scalable performance

Network-wide onboarding at scale

Over 1.5 million drivers across South Asia onboarded through Reps since 2018

Lower costs with faster activation

Driver enablement costs dropped by 64 percent while ramping up new drivers more efficiently

Higher driver performance

Ratings improved by 23 basis points in seven months. Trip acceptance increased 27 percent, cutting rider wait times. Reactivation flows added 38,000 supply hours per month

Real-time adaptability

The platform launched and updated driver content dynamically as market needs evolved, keeping field performance aligned with product and policy shifts.

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"The quality-related videos helped me improve my ratings and become a more responsible driver. I view them during my free time and have avoided cancellations since."
Driver Partner

About the client

The client is a global mobility platform that connects millions of riders and drivers every day. In South Asia, Uber continues to invest in scaling safe, reliable transportation while empowering driver partners with the tools and systems to succeed.