NotLost has partnered with Bolt, the leading European mobility platform, to help reunite 2 million London riders with lost items.
Bolt is the leading European mobility platform that’s focused on making urban travel more affordable, convenient and responsible. Bolt has more than 50 million customers in over 40 countries across Europe and Africa.
In London, Bolt has more than 50,000 drivers and 2 million passengers signed up.
Bolt has become the first ride-hailing operator in the UK to implement a dedicated lost and found system.
The objectives
Bolt’s London office recognised the need for improving lost and found management and operational efficiency while continuing to meet regulatory requirements.
Free up valuable staff time
Bolt needed an effective, streamlined system that minimised the time spent handling lost property. They wanted to empower the customer care team to spend more time solving customer issues, whilst also alleviating inconvenience and frustration.
Comply with regulations
Bolt has regulatory and reporting requirements for TfL. Implementing a new process would ensure they continued to meet regulatory requirements, improve efficiency and maintain a best in class approach.
Improve rider experience
As part of providing an excellent rider experience, Bolt aimed to reduce the time spent waiting to hear back about lost and found enquiries.
We needed a solution to the lost property problem that could be integrated and scaled across the whole UK operation in the future.
Joshua Ryan, Operations at Bolt
How was the lost and found software implemented?
The Bolt team worked closely and collaboratively with NotLost during an initial 8-week pilot. Weekly meetings helped both teams identify needs and improvements and develop new, bespoke features.
The results
As a result of implementing the NotLost lost and found software, Bolt have successfully reduced the time spent registering found items and handling lost property enquiries.
%
time saved spent handling lost property
%
of enquiries are now handled in 12 hours
With all data stored digitally on the NotLost platform, Bolt now pull detailed digital reports to continue to meet regulatory requirements set out by TfL.
Riders also recieve helpful automated updates regarding the progress of their lost property enquiry.
We were looking for an agile partner and were impressed with NotLost’s ability to listen to our pain-points, then quickly deliver custom features and improvements.
Elizabeth Allen, Operations at Bolt
What is NotLost?
NotLost is transforming the way businesses handle lost and found. NotLost supplies innovative lost and found software across multiple industries, ranging from Westfield to Go-Ahead group, utilising pioneering features to return more items to owners and improve operational efficiency.
What is Bolt?
Bolt is the leading European mobility platform that’s focused on making urban travel more affordable, convenient and responsible.
Bolt has more than 50 million customers in over 40 countries across Europe and Africa. Its services range from ride-hailing to micromobility with e-scooters and electric bikes to food and package delivery.
All Bolt rides in Europe are 100% carbon-neutral as part of Bolt’s Green Plan, a long-term commitment to reduce the ecological footprint of the company.