TripWip
TripWip
Uruguay
Customer Profile
TripWip is a Uruguayan peer-to-peer car-sharing company that enables anyone to rent a car 24/7, while also allowing car owners to turn their vehicles into income-generating assets. Its business model requires an agile operation, fast incident response, and a carefully designed user experience for both hosts and drivers.
25
años de experiencia
2024
el año en que comenzó nuestra colaboración
Context
In its early stages, TripWip faced a critical challenge: managing incidents and accidents quickly, efficiently, and with full traceability in a business with a heavy operational load. At first, the founding team handled cases manually using Excel spreadsheets and WhatsApp, which created coordination issues, lack of traceability, duplicate responses, and an inconsistent user experience. They needed a tool they could implement urgently, without long projects or high costs, to systematize a core business process and support the startup’s growth.
“Flokzu was one of the tools we brought in, and it became a major milestone when we started thinking about creating systems that would actually work well for scaling—especially because it has a direct impact on the user experience.”
Achieved results
Faster, more traceable Incident resolution
“Anyone who experiences an incident in the app can report it, and we resolve it immediately with clear traceability and strong communication, which is key.” “We needed a solution that was fast and well implemented.”
“Cualquier persona que sufra un incidente en la app, lo reporta y lo solucionamos de forma inmediata con una trazabilidad clara y buena comunicación, clave” .
“Necesitábamos una solución rápida y bien implementada”.
Better user experience
By organizing incident management, TripWip reduced friction at one of the most sensitive moments in the customer journey. This had a direct impact on service perception and response times.
“The user experience improved dramatically. We stopped receiving complaints about response times. For us, the core is the user experience—an incident that is resolved properly and on time creates a much better experience.”
Better internal coordination and less reliance on informal communication
Before Flokzu, the team managed cases through multiple WhatsApp exchanges and without a single view of each case’s status. With automation, they were able to align operations more effectively and centralize information.
“The communication points among us, the founding team, were also a major pain point. We were able to improve our internal communication. The entire founding team was aware of how each case was being handled.”
Greater ability to scale without adding complexity
TripWip quickly realized that systematizing processes was essential for growth. Flokzu allowed them to build a stronger operational foundation, avoiding the need to add more people just to sustain manual tasks.
“At that point, we were thinking about hiring two more people for the team… not to mention the training time that would have required.”
“I truly believe systematization is a fundamental pillar. I do not think any startup can grow if it does not create systems that work well.”
Better decision-making and operational optimization
The traceability created by automated processes also gave TripWip valuable information to optimize operations, measure SLAs, and identify better partners for case handling.
“Today we have a network of repair shops in several countries, and based on the process traceability, we measured SLAs and understood which partnerships were the strongest so we could route more cases to those partners.”
New use cases beyond operations
TripWip also uses Flokzu in areas such as Growth to quickly experiment with new products and validate business hypotheses with speed and traceability.
“We started using it for experimentation, to understand whether we could sell certain products within the platform.”
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