Abacus Outsourcing and inDrive Forge Strategic Partnership to Elevate Customer Experience

inDrive, a global mobility and urban services platform, has signed a strategic partnership contract with Abacus, an emerging global leader in Business Process Outsourcing (BPO), to elevate customer experience.
This alliance combines Abacus Outsourcing’s expertise in advanced customer support operations with inDrive’s innovative peer-to-peer ride-hailing platform to create seamless, proactive, and highly responsive service for millions of users. The alliance paves the way for elevated standards in service excellence, operational efficiency, and sustained customer satisfaction.
To mark the launch of their strategic partnership, senior leadership from inDrive and Abacus came together at the Abacus Global Delivery Center in Shaheen Complex, Lahore.
Representing inDrive’s global vision and regional presence, Mr. Awais Saeed (Country Head), Mr. Shadi Ibrakhim (Deputy Head of Support), and Andrey Bessonov (Supervisor), along with key team members, attended to reaffirm their commitment to innovation and collaborative growth. From Abacus, Mr. Shaheryar Rafiq (Senior Executive Director) and Vice President Operations joined to formally inaugurate the alliance, signaling a shared commitment to enhancing customer experience and driving operational excellence.
Speaking at the signing ceremony, Awais Saeed, Country Head of inDrive Pakistan, said, “At inDrive, our priority is always the people who choose us every day. This partnership is designed to bring them even more value with fairer choices, safer rides, and an experience that sets us apart in Pakistan’s ride-hailing industry,” Mr. Shaheryar Rafiq, Senior Executive Director at Abacus Outsourcing, added, “With decades of proven leadership in the BPO industry, Abacus brings deep expertise and a strong commitment to solving customer challenges by providing innovative and reliable solutions, ensuring every inDrive user receives an exceptional experience.” Supporting this, Mr. Shadi Ibrakhim, Deputy Head of Support at inDrive, highlighted that the partnership enables inDrive to quickly act on customer insights, improving satisfaction and loyalty throughout the entire customer journey.
Together, Abacus and inDrive will introduce innovative initiatives focused on improved support, faster issue resolution, and creating smooth, hassle-free experiences for customers. This partnership marks a key milestone in raising service standards within the ride-hailing industry, setting new expectations for reliability, responsiveness, and overall customer satisfaction.