Grab Case Study
To build a case study of Grab, the ride-sharing App from South East Asia.
- Ride-sharing startup Grab was founded by Anthony Tan, a Harvard graduate from Malaysia.
- Anthony Tan, the CEO, uses his own service frequently, and even answers calls at the customer service desk to keep learning about their customers and product.
- It has been downloaded over 63 million times and is available in eight countries across South-East Asia.
- The company is based in Singapore.
- Grab has based part of its success on having the broadest services in the region, with a multitude of transport types on offer, from motorbikes to coaches.
- This has allowed the company to keep clients and to keep growing their clients base.
- Grab has raised $4 billion from investors led by Softbank.
- The company has acquired Uber's regional business in exchange of a 27.5% stake.
- Grab has the highest value of any startups in South-East Asia, at $6 billion.
- One of their major competitors in the region is the Indonesian company Go-Jek.
- The Indonesian company is moving from just a ride-sharing service to a more comprehensive offering that includes food delivery or even hairdressers on demand.
- The company have used their funding to attract top tech talent from household companies such as Google, Facebook, Twitter, and other tech giants. This has allowed it to build an excellent product.
- The Group president in charge of fundraising, M&A and strategic issues Ming Maa used to be an executive at Softbank and Goldman Sachs.
- The company tries to adapt to each of the markets it enters, operating GrabBike in Indonesia where two-wheelers are very popular, and adopting a cooperative approach in the Philippines, where regulators have had issues with Uber.
Client Retention and growth
- Grab have worked on customer retention by creating a reward programme that allows clients to earn points that can be redeemed in various ways, such as Airmiles, free fast-food or free rides.
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