Powering connected experiences at scale
Exotel powers secure, omnichannel conversations across the ecosystem, from rider acquisition and driver onboarding to last-mile coordination.
Trusted by leading transportation & logistics platforms

Proven outcomes. Real impact.
JSW MG Motor India Supercharges Service
View Case StudiesAt JSW MG Motor India, our commitment to delivering exceptional customer experiences drives every decision we make. When we identified the need to streamline our customer communications, we sought a partner who shared our vision for service excellence. Through our collaboration with Exotel, we've transformed our customer service operations. The centralized system has empowered our 400+ agents to deliver consistent, high-quality service across all touchpoints. We're proud to see a 22% increase in customer satisfaction. The unique virtual numbers for each dealership have reinforced our brand identity while eliminating customer confusion. This transformation has strengthened JSW MG Motor's position as a customer-centric automotive brand, enabling us to focus on what we do best - delivering exceptional experiences to our customers.
Kapil Bajaj
Head - Digital Transformation and Analytics
JSW MG Motor India Pvt Ltd
Critical journeys Exotel powers end-to-end
- Rider & customer acquisition
- Driver, partner & fleet onboarding
- Real-time ride, delivery & trip coordination
- Customer & driver support at scale
- Payments, disputes & operational recovery
The issue: High-intent users drop off due to delayed response or poor follow-up.
Exotel enables:
- Lead capture from ads, apps, WhatsApp, and missed calls
- Instant callbacks and WhatsApp connect for high-intent users
- AI-led qualification before routing to sales or onboarding teams
Outcome:
Faster conversion and lower acquisition leakage.
The issue: High-intent users drop off due to delayed response or poor follow-up.
Exotel enables:
- Lead capture from ads, apps, WhatsApp, and missed calls
- Instant callbacks and WhatsApp connect for high-intent users
- AI-led qualification before routing to sales or onboarding teams
Outcome:
Faster conversion and lower acquisition leakage.
The issue: Manual onboarding and missed follow-ups slow supply-side growth.
Exotel enables:
- Automated calls and WhatsApp journeys for onboarding steps
- Document, KYC, and training reminders
- IVR and bot-led flows for FAQs and status checks
Outcome:
Faster onboarding and higher partner activation rates.
The issue: Delays, missed calls, and privacy risks disrupt last-mile execution.
Exotel enables:
- Number-masked calling between riders, drivers, stores, and hubs
- OTPs and confirmations for trip or delivery validation
- Real-time updates via SMS/WhatsApp for ETAs and changes
Outcome:
Higher first-attempt success and safer interactions.
The issue: Support volumes spike during peak hours and disruptions.
Exotel enables:
- Omnichannel support across voice, WhatsApp, SMS, email, and in-app
- AI agents for common issues: delays, cancellations, refunds, payments
- Smart routing with priority queues and sticky agents
Outcome:
Faster resolution, lower AHT, better CSAT for riders and partners.
The issue: Failed payments, disputes, and cancellations create friction and churn.
Exotel enables:
- Payment confirmations and reminders via WhatsApp/SMS
- Automated dispute initiation and status updates
- Proactive alerts during outages or peak disruptions
Outcome:
Reduced escalations and higher trust during failure moments.
One platform for every customer journey
For cab aggregators & ride-hailing
For cab aggregators & ride-hailing- Rider acquisition and instant callbacks
- Driver onboarding and training communication
- Masked rider–driver calling
- Ride updates, OTPs, and payment alerts
- Peak-hour and outage communication
For cab aggregators & ride-hailing- Rider acquisition and instant callbacks
- Driver onboarding and training communication
- Masked rider–driver calling
- Ride updates, OTPs, and payment alerts
- Peak-hour and outage communication
For hyperlocal & last-mile mobility
For hyperlocal & last-mile mobility- Delivery and pickup coordination
- NDR reduction and reschedule flows
- Number-masked calling between customers, riders, and stores
- Peak-hour communication orchestration during surges and outages
For hyperlocal & last-mile mobility- Delivery and pickup coordination
- NDR reduction and reschedule flows
- Number-masked calling between customers, riders, and stores
- Peak-hour communication orchestration during surges and outages
For automotive, EV & fleet businesses
For automotive, EV & fleet businesses- Lead capture and test-drive coordination
- Service reminders and workshop communication
- Fleet and driver support
- Payments, renewals, and post-service feedback
For automotive, EV & fleet businesses- Lead capture and test-drive coordination
- Service reminders and workshop communication
- Fleet and driver support
- Payments, renewals, and post-service feedback
Powering intelligent customer journeys at scale
99.99%
Built for scale with 99.99% uptime
True omnichannel with one unified view
Lower call costs with LCR and IP voice
One integrated stack replacing point tools
AI
AI-powered routing, quality, and agent assist
Security-first with masking and encryption
Lower TCO through platform consolidation
Build secure, real-time, and scalable conversations
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