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Voyager Global Mobility: Complete Rideshare System with Automated Driver Onboarding and HubSpot Data Sync Solution Across 4 Cities

11-50 Employees

Sales Hub | Service Hub | Marketing Hub
Voyager Global Mobility: Complete Rideshare System with Automated Driver Onboarding and HubSpot Data Sync Solution Across 4 Cities
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Background

Voyager Global Mobility is a rapidly growing B2B transportation company operating rideshare and car rental services across multiple cities in the United States. They manage vehicle fleets for Uber drivers and other platform services through their "Buggy" brand, serving markets including Atlanta, Las Vegas, Miami, Orlando, Boston, Milwaukee, Philadelphia, Tampa, Washington, DC, and New York City.

As a multi-tenant operation serving drivers across different cities and platforms, Voyager needed a sophisticated CRM system to manage complex driver onboarding, vehicle assignments, insurance approvals, and compliance tracking. They use their proprietary BOS (Business Operations System) to manage day-to-day fleet operations but needed HubSpot to handle customer-facing processes and driver relationship management.
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Problem

Voyager Global Mobility was facing critical operational challenges that were limiting their ability to scale across multiple markets:

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  • Broken Data Synchronization: Their BOS system wasn't properly syncing with HubSpot, creating duplicate contacts and missing deal records. When drivers applied to different city branches, the system would create multiple records instead of updating existing ones, causing confusion and operational inefficiencies.
  • Manual Driver Onboarding: The entire driver application and approval process was manual, requiring customer success teams to track missing documents, insurance approvals, and compliance requirements across multiple systems. This created bottlenecks that prevented qualified drivers from getting vehicles quickly.
  • Complex Multi-City Operations: With operations across 4 different tenant markets (Buggy NYC, UCars, Fast Track, and regular Buggy operations), their workflows couldn't properly route drivers to the correct city branches or track which market generated specific leads.
  • Disconnected Customer Service: Their ticketing system was fragmented across different pipelines (Customer Success, Driver Support, Account Receivable, Branch, and Fleet Maintenance) with no unified process for handling driver issues or requests.
  • Ineffective Marketing Tracking: They had no way to track marketing performance across Google Ads, Meta Ads, and other channels in one place, making it impossible to optimize their driver acquisition costs or measure campaign effectiveness by city.
  • SMS Communication Gaps: Their Sakari SMS integration was creating tickets with complete contact history rather than specific message threads, and notifications weren't reaching the right customer service representatives when drivers replied.
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Solution

We implemented a complete multi-tenant CRM transformation designed specifically for Voyager's complex rideshare business model:

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HubSpot workflow diagram showing automated lead processing system with prospect lifecycle stages, deal creation triggers, driver validation checks, application documentation requests, and conditional branching for insurance requirements with corresponding lead status updates. HubSpot workflow diagram showing automated lead processing system with prospect lifecycle stages, deal creation triggers, driver validation checks, application documentation requests, and conditional branching for insurance requirements with corresponding lead status updates.

Part 1: Advanced BOS-HubSpot Integration and Data Management

  • Built sophisticated contact deduplication workflows, preventing multiple records when drivers switch between city markets or tenant applications
  • Created intelligent deal creation workflows that properly route drivers to correct branches based on application city and tenant type
  • Implemented Driver ID property mapping ensuring single source of truth for driver records across all systems
  • Developed automated property translation workflows converting BOS numeric codes into readable status descriptions for customer service teams

Part 2: Complete Driver Lifecycle Automation

  • Designed automated driver onboarding workflows handling insurance approvals, document verification, and compliance tracking
  • Built custom customer success forms integrated directly into HubSpot eliminating Google Forms dependency
  • Created automated missing document notifications with personalized driver portal links for document submission
  • Implemented multi-stage deal progression automation, moving drivers through application, approval, reservation, and activation phases
HubSpot custom code workflow testing interface showing successful driver ID extraction (testdur123) from contact processing, with data outputs and logs displaying contact ID processing, memory usage, and runtime statistics for automated workflow validation. HubSpot custom code workflow testing interface showing successful driver ID extraction (testdur123) from contact processing, with data outputs and logs displaying contact ID processing, memory usage, and runtime statistics for automated workflow validation.
HubSpot General Marketing Dashboard for Buggy showing campaign conversions, ad performance metrics, top 10 cities by lead volume (NYC leading), conversions by traffic source, and average lead scores across paid social, search, and organic channels. HubSpot General Marketing Dashboard for Buggy showing campaign conversions, ad performance metrics, top 10 cities by lead volume (NYC leading), conversions by traffic source, and average lead scores across paid social, search, and organic channels.

Part 3: Multi-Brand Marketing and Service Management

  • Consolidated all marketing reporting from Google Ads, Meta Ads, and other channels into unified HubSpot dashboards with city-level attribution tracking
  • Built separate ticket pipelines for Customer Success, Driver Support, Account Receivable, Branch, and Fleet Maintenance with automated routing
  • Created custom attribution models tracking driver acquisition sources and conversion rates by city and campaign
  • Developed SMS workflow optimization, ensuring proper message threading and representative notifications
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Results

We successfully delivered a unified rideshare operations platform that transformed Voyager's ability to scale across multiple markets:

  • Complete Multi-City Integration Achieved Built sophisticated BOS-HubSpot integration handling 4 different tenant markets with proper data routing, duplicate prevention, and automated deal progression for seamless driver onboarding across all cities.
  • Driver Onboarding Automation Implemented Created end-to-end automated workflows managing insurance approvals, document verification, and compliance tracking, eliminating manual bottlenecks that previously delayed qualified drivers from getting vehicles.
  • Unified Customer Service Platform Delivered Consolidated fragmented ticketing systems into organized pipelines with automated routing and SMS integration, ensuring driver issues reach the right teams without manual intervention.
  • Advanced Marketing Attribution Established Built unified reporting dashboards combining Google Ads, Meta Ads, and other channel data with city-level tracking, enabling data-driven optimization of driver acquisition campaigns across all markets.
  • Custom Property Translation System Built Developed automated workflows converting technical BOS system codes into readable descriptions, making driver status information accessible to customer service teams without technical training.
  • Document Management Automation Completed Implemented automated missing document notifications with personalized driver portal links, reducing manual follow-up work and accelerating driver approval processes.

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