Snel Een Taxi is a Dutch ride-hailing company founded in 2015 in Utrecht. With over 6,000 drivers and nationwide coverage, they have positioned themselves as the homegrown alternative to international giants like Uber and Bolt.
Competing with Giants
When Uber and Bolt dominate the headlines, how does a Dutch company compete? Snel Een Taxi found their answer: local expertise, nationwide coverage from cities to rural areas, and customer service that actually speaks Dutch.
But scaling support for hundreds of thousands of rides while maintaining that personal touch? That is where they needed help. Every booking question, every driver issue, every trip problem needed handling fast.
What Open Does
Today, Open handles over 75% of Snel Een Taxi support volume. The AI manages ride status inquiries, booking modifications, driver onboarding questions, payment issues, and trip disputes all in Dutch.
For customers, it means instant answers about their rides. Where is my taxi? Can I change my pickup time? What happened to my booking? All resolved in seconds, any time of day.
For drivers, it means quick help with the app, payment questions, and route issues. The 6,000+ driver network can get support without waiting, keeping them on the road earning.
Scaling to Compete
The implementation covered three critical areas:
- Customer Support: Ride tracking, booking changes, and trip issues handled instantly
- Driver Support: App help, payment questions, and onboarding assistance
- Healthcare Transport: Specialized support for medical transportation bookings
When issues need human judgment like complex disputes or special accommodation requests, Open escalates with full context to the Dutch-speaking team.
The Results
The automation transformed how Snel Een Taxi operates:
| Metric | Impact |
|---|---|
| Automation rate | 75%+ |
| Response time | Under 30 seconds |
| Driver network | 6,000+ supported |
| Coverage | 24/7 in Dutch |
The Impact
75% automation means Snel Een Taxi can handle support volume that rivals much larger competitors. Customers and drivers get instant help in their language, at any hour, whether they are in Amsterdam or a small village.
The support team shifted from answering where is my taxi repeatedly to handling complex cases, building driver relationships, and improving the service based on support insights.
For a Dutch company competing with global ride-hailing giants, that is the difference between playing catch-up and actually winning on home turf.
