CTC Ground Transportation Branch Masterclass
Transcript
Dileep Kannan:Thank you so much for your time. I'm standing between you and lunch. I will make this very fast, I promise. All right, I see this more as a sharing session because of the physical infrastructure that I spoke about in the morning that Grab has built over the last 11 years and what we have built from a Grab for Business B2B perspective on top of that infrastructure. Right? So for those of you who might not have heard of Grab, might have not used Grab, who are not from Southeast Asia, Grab exists across 8 countries in the ASEAN region, and we primarily have 4 marketplace services across transport, food delivery, parcel delivery, and grocery delivery services, right? Grab also operates digibanks in Singapore, Malaysia, and Indonesia, and we also have a a supermarket chain in Malaysia called Jaya Grocer, apart from a separate financial services arm called GrabFin. So the question that we asked ourselves 7 years ago when Grab for Business was being put together as a business idea and a concept, and which has been our North Star for the last 7 years, was how do we make corporate ground transport seamless, right? So Grab's origin story was how to make individual passenger transport seamless across Southeast Asia for anybody traveling at any time of the day or night between any destinations, and to provide a community service to the millions of driver partners in the region. So then we built on top of that in terms of thinking about how to make corporate ground transportation seamless. So what we landed on were 4 key ingredients that we decided after speaking to a lot of our earlier clients who trusted us, and as we keep speaking to more, more and more partners and clients along the way, were being reliable as a mobility network, absolutely ensuring safety and security, and then on top of that, providing levels of convenience and customization that clients have been demanding for years. And to tie it all together, an easy-to-manage platform plugged into your HR and finance teams and even systems. as we spoke about in the morning. So if you look at the transport services that we provide at Grab from a physical infrastructure perspective, this is what it amounts to embedded with the technology of the marketplace that we operate, right? We have more than 200 million app downloads across Southeast Asia. We also have millions of app downloads from from visitors to Southeast Asia, say from the Gulf Cooperation, or the GCC countries, from China, from Japan, from Korea, from Australia and New Zealand, from India, from even North America. So you name it, we have visitors who come to Southeast Asia, find the ubiquity of the Grab app very satisfactory, and are also regular users whenever they come back, right? The app operates in more than 7 languages, And we recently relaunched the app in Korean, Chinese, and Japanese versions as well, specific to travelers, which also obviously then helps our business traveler segment as well. We have more than 5 million registered driver partners with multiple vehicle types, and we operate across 500 cities. And one of the metrics that we are absolutely proud of is that 99.99% of our rides in 2021 and 2022 happen without an incident, right? So the second point in terms of the key ingredient is safety and security. At Grab, that is not by default, that is by design, by consistent, incremental, sustainable design principles and first principles thinking, right? So the way the system is maintained and continuously upgraded is that We have comprehensive driver background checks in all our 8 markets. We do driver selfie verification like I spoke about in the morning. So if I'm a Grab driver partner, when I start taking jobs on the Grab driver app in the morning, the app insists that I take a selfie, and the selfie has to match the image library within our systems, right? And during separate times of the day when the car is absolutely at a stop and the driver is not on a job, the app triggers another alert for more selfies, right? So this is one of the safety requirements that we've instituted over the last few years, which has gone a long way in completely taking away any doubt in the passenger's mind that the person whose picture they see on the Grab app is exactly who's coming to pick them up. What we also did specifically for For a lot of our corporate clients, and especially for our female passengers who were not comfortable that the driver could see their phone number in terms of communicating with them before the ride, was we masked the numbers. So they're all now over VoIP, Voice over Internet Protocol. And we also moved all the communications to GrabChat, which is a chat interface within the Grab app. So today, if you are waiting for your Grab ride, And the driver calls you, they are not calling your number. They're calling your ID through a VoIP, right? So the driver at no point in time has your number, nor do you have the driver's number, which is another huge safety consideration for us. We also have a very advanced driver fatigue monitoring system that sits in the driver app, obviously not visible to passengers from the demand side, so that after a certain period of time, we keep asking multiple questions to the driver to test their fatigue levels and to recommend that they start shutting down for the day or to even send them a lower number of jobs. That is before the ride, before you even book a ride, before you even get into a Grab car. Now, during the ride, one of the things that we have revamped and which has always been there underlying the infrastructure are multiple safety features. You have share my ride, which a lot of you hopefully have used, where you can share your ride through a WhatsApp message, a text message, through any other social media platform to anybody you wish to send it to so they can track where you are at what point in time. We have an emergency SOS button, and we also have trip monitoring, which allows the app to nudge you and ask you questions if the route deviates from what that one that is on the map, or if the car is stopped for more than necessary according to our calculations. We also do telematics on a certain percentage of our cars to assess braking, driving quality, speed, etc. We also have a regional support center so that you have access to support on a 24/7 basis. All of this is tied together into a safety paradigm. What we also launched 3 months ago was a very innovative feature called Audio Protect, right? So Audio Protect basically, within PDPA guidelines, within privacy and data guidelines, with the permission of the driver and the passenger, records any sound that is within the car during the ride, right? This also kind of negates any issues that might crop up in any wrongful interactions between the driver and the passenger, right? So Audio Protect is one of our latest features that we have launched 3 months ago. Now, after the Grab ride, which is actually also during the Grab ride, you come to the 3rd phase of our safety umbrella, which is we cover every passenger, whether a private individual or a corporate employee, with 2 levels of insurance cover. One is a 3rd-party driver individual insurance cover, And one is a grab-level group accident insurance cover, right? And for those of you interested, we are happy to share the values with you one-to-one. Now, specifically for our corporate clients who have their own in-house requirements on an insurance cover, we are able to provide you a custom corporate cover as well that matches with your internal requirements as well. So for example, I won't name the company, one of the biggest technology firms in the world, They have a very strict internal requirement on what their corporate cover has to be. And because Grab, as I mentioned, has a financial services wing and we have insurance products there, we were able to build them a custom insurance cover that covers the ride of all their employees on top of Grab's insurance cover. So those are in totality the safety umbrella that we bring to the picture, right? And the second ingredient that I talked about. Right. The next thing that we have as a company assiduously progressed on is giving you as a passenger individually or as a corporate employee multiple choices, right? Not everyone wants to travel in the same type or the same quality of vehicle. We recognize that passengers, whether corporate or individuals, need specific or differentiated service levels at different points in time. for different use cases. So we have economy services at a taxi or a private car level, which are GrabCar, JustGrab, and GrabTaxi. We also have long-term rentals. So for example, in Klang Valley in Malaysia, in Greater Jakarta, Greater Bangkok, Ho Chi Minh, and Greater Manila, or the Metro Manila region, you can book a GrabCar in blocks of 2, 4, 6, 8, and 12 hours. Wow. for the whole day, and you get a dedicated driver with the car to take you around anywhere you want to go, right? We also have larger format vehicles, and we also have premium or executive level vehicles. So if you ever, you know, if you want to see what that looks like, please book GrabCar Premium on the Grab app. And specifically in KL Airport, we have a dedicated premium fleet only for your airport transfers between KLIA1 and KLIA2 to the city. Thank you. Right? So that's how localized we are. What we have also done is to kind of add on something that is not on the slide is we have used our Grab Maps technology to map almost 33 places of interest. Sorry, 33 million. My bad. 33 million POIs across Southeast Asia, which is the most extensive hyperlocal mapping by any company in this part of the world, right? Even more than the company, the other company that starts with the letter G, right? So our entire tech stack is powered by Grab Maps. We're very proud of that. So even when, you know, hopefully you took a Grab to come here, when you chose the Fairmont or you chose Raffles, the point of interest, the pickup and the drop-off are all powered by Grab Maps, right? And we also have a very interesting feature which We offer for free to our corporate clients. And this is because, I mean, Singapore is very well organized, right? I mean, your pickup drop-off points are quite clearly evident and very visible. But that is not the case across other cities in Southeast Asia. So we, for free, map pickup and drop-off and entry and exit points for offices for all our corporate clients. So if they say, I want to map this point as a specific pickup and call it Point A Lobby 1, we will do it for you for free. And we have done that for hundreds of companies across Southeast Asia. What we also do from a corporate perspective, which is not available for individuals on the right-hand side of the screen, is once you become a corporate customer on our Grab for Business platform, You start to get access to specific control features that travel managers or finance or HR or admin managers can use to dictate how, when, and what employees— sorry, how, when, and what type of Grab services and when those Grab services should be used by your employees. Okay, so we come— I'm running through because I'm— I've already only got 2 minutes and I want to make sure you guys hit lunch on the dot. This is the Grab for Business platform in a nutshell. Please come and talk to us. We have a team and a booth ready to take you through all this in detail. But fundamentally what this does is this allows travel managers, finance managers, procurement managers, and even HR and general admin managers a very easy plug-and-play solution where you can upload your names and work emails of your employees. They see a corporate tag on their Grab app. Once they tag that ride as corporate, all the data for that business ride flows into the Grab for Business platform. And like I mentioned in the morning, you can even automate the data flows so that your finance and HR systems can ingest any statements or reporting that you want thereby making it much more seamless. We offer user management features, policy management, and payment management features. So we have modes in which you can use a centralized commercial credit card, or you can even go on a postpaid invoicing basis with us. So I know it sounds like a— it is a very straightforward sales pitch. Oops. Yep. This is how we, you know, we had to learn by ourselves given the intricacies and the dynamics of Southeast Asia and the different behaviors of companies and the business culture in the region. This is how we decided that we wanted corporate ground transportation to be offered to our clients, right? And one of the biggest advantages of using our platform is cost efficiency. Now let me explain that very, very briefly. Anecdotally, we have been told by CFOs and finance directors that once they shift from a plethora of employees choosing their own vendors to a centralized model with Grab and Grab for Business, they immediately see a 7 to 8% drop in spend on an average. And when they dug deeper, they realized that previously the rough average of 7 to 8% that they saw, the difference that they saw was because of fraudulent claims, right? So this was Dilip claiming a taxi ride even though it was not taken for work, right? Or Dilip claiming a bunch of car rental rides even though it was for personal reasons, right? So this is not to say that there are people like that in every company, but not 100% of claims are accurate, which is what our system helped to eliminate because of the different governance checks that we have in place. Right. So these are the level— this is the granular level of metrics and reports that you get. I mean, you can choose to download this data set or have it automatically synced with your systems. And basically, any team within your company, whether it's internal audit, finance, the people who trouble travel managers the most, right, in terms of tell us where the data is, we're going to come at you with an internal audit in 3 months. Whoever those people are, please make them very happy by using us because we can give you every single data point that they need. And lastly, or maybe the second last slide, is I wanted to talk about something that we built only for our corporate clients, right? So we realized that not everyone wanted to use the Grab app or needed to use the Grab app, and this included your visitors, your overseas guests, your VIPs, your executives. And we realized that there was already traditionally a layer of folks at your company who were used to be asked to book rides on behalf of others. So we built a web-based booking interface called Concierge. And Concierge basically allows me to book rides for many of you at the same time and bill it to the company account or bill it to a central corporate credit card. And the beauty of this is that the person who takes the ride doesn't need to have the Grab app. They just get an SMS with all the details, they click on the link, and they get a web view on a web page of a map showing the driver coming to them, right? So this is used a lot in the hospitality industry, a lot by corporates for their guests, candidates coming for interviews, VIPs, and it's a very delightful experience when, you know, you've finished a business interaction and you're able to provide a ride to your counterpart. And the last thing that I want to leave you with is, on top of all this that we have spoken about in terms of how Grab for Business and the Grab network bring corporate ground transport to our companies, we also can support you for your one-off needs. So I had a very interesting conversation with a gentleman here who I shall not name, who said that, you know, he's bringing all his team together to a certain city in Southeast Asia next month. And from a one-off basis, would it be okay for us to work with him to get his team transport vouchers like the ones you guys use today to come here, right? And we also provide those in the form of what we call Grab Gives digital vouchers. So this is how we have framed corporate ground transport. Thank you so much for your time, and if you have any questions, please do come and visit us. Thank you. Thank you.
Copyright policy: All transcripts on this site are the copyright of CAPA - Centre for Aviation. Our reproduction policy is as follows: you may quote up to 400 words of any transcript on the condition that you attribute the transcript to CAPA - Centre for Aviation and link to the original video page. All other use is prohibited. While we aim for 100% accuracy in the transcript, there may be some minor transcribing errors.