How Pronto increased riders and drivers safety on its platform by implementing Mati.
Launched in 2017, Pronto provides ride-sharing services in second-tier cities in Mexico. The mission of the company? Changing the dynamics of mobility in Latin America, through innovation and technology, and finally push medium and small cities to the 21st century. What's unique about Pronto is that they are dedicated to protecting their riders, who can generate 100% of their income, free of commissions, and service tariffs. We recently met with Cristobal Galguera, Head of Product at Pronto, to get to know why he chose Mati to support their business, and how they're using our User Verification platform today.
About Pronto
+ 30K
< 5 days
Pronto is created
The number of users using Pronto every month
The numbers of cities where Pronto operates in Mexico
The time needed to implement Mati to their account creation processes on every channel
What we like about Mati is that it gives us a general idea of a person in a pretty condensed way: in one glance.
What's your scope currently at Pronto?
I'm currently Head of Product at Pronto. I started a year ago, initially as a UX Designer for the product - we didn't have anyone fully dedicated to managing the product at that point, because the company was super young. But in 6 months we grew exponentially, going from only operating in 4 cities to now 22 cities - and it was time to structure a bit more our processes. I now run a team of 10 people, and that's a good thing because we implemented a lot of new features and services within our product in the last months. Initially, our main goal at Pronto was to supply second-tier cities in Mexico with just ride-sharing. But we realized in the last few months that those cities needed so much more than that! Historically, these second-tier cities have been quite neglected in terms of public transportation and digital services. We want to solve that and bring them into the 21st century, to help them expand their economy and provide their citizens with a better quality of life, through a variety of services.
Head of Product @ Pronto
Cristobal Galguera
I started to think about integrating an identity verification solution about six or seven months ago. To do so, we tried many different methods. First, we implemented one of Mati's competitors; I won't disclose the name but it turned out to be pretty bad. Our users were not happy at all with the verification process and started spamming our social media to tell us that it wasn't working, it was taking too long, etc. Obviously, this was pretty annoying for us. We then decided to do everything manually. The users didn't have to do anything, so that was amazing for them. But for us, as we were growing quite quickly, it was not the case. At some point, we weren't able to handle it manually anymore, because the amount of users to verify was really massive. That's when we started to look for a better solution and found Mati.
It was obvious that after trying so many different methods and providers we needed to find a reliable solution to make sure our drivers and our users were safe and had no trouble with the process of verification. What we like about Mati is that it gives us a general idea of a person in a pretty condensed way: in one glance, I can know if that person used a fake ID, is on a watchlist, or effectively in Mexican governmental database. Another thing that was important for us was the end-user experience, to avoid hurting our conversion rates - and the speed of implementation. For us, Mati checked all the boxes. It was the perfect all-in-one solution we were looking for, so it was an easy decision to pick Mati.
Why did you choose Mati?
When did you decide that you needed
an identity verification solution? Why?
The integration was super easy: we've used the API Mati provides, and in a few days it was up and running.
I'm not going to teach you that when you work in a startup, you need everything done fast, especially when you're implementing a new tool or process so it doesn't become a bottleneck for everyone in the organization. Concerning our identity verification process, Mati really helped us get that done. The integration was super easy: we've used the API Mati provides, and in a few days it was up and running. What was really cool for our development team is how quickly this was done: they just loved how easy-going the process was.
How did the integration process go with Mati?
Mati helped us considerably reduce the number of complaints linked to verification
Can you describe what your verification process looks like today?
At first, our verification process did not exist, meaning that anyone could just download the app and begin asking for rides. But as we operate in some areas that are a bit complicated in Mexico, we decided to go one step further and make it safer for our drivers, to avoid robberies notably. We decided to implement a more robust verification process, designed to protect them. We've made for example mandatory to validate yourself if you're ordering a ride between 9:00 pm and 5:00 am and haven't reached a certain amount of trips on the platform, or if you've created your account quite recently. If that's the case, we ask our users to upload a picture of their national ID (INE or IFE) or their driver's license, plus we ask them to do a liveness check after completing the upload of their ID, to make sure the person in the ID and the one behind the screen matches.
How has Mati integration impacted your users?
As I said, before integrating Mati our users were not happy at all with the verification process we had. Mati helped us considerably reduce the number of complaints linked to verification: currently, we receive less than 5% of complaints on all the verifications performed, and I'm exaggerating. When we check what went wrong, it is in 99% of the cases because the quality of the picture uploaded wasn't high enough. The number of complaints just went down, and I can tell you that our community management is super happy about it!
What are the next big projects you're currently working on at Pronto?
We have a lot of projects on the way, but right now our main focus is the implementation of a delivery feature in our product. With the COVID-19 arising in the world, everyone has to adapt as fast as possible since we don't know how long this will last. We started to notice that people now more than ever need to get access to some essentials, like food, groceries, medicine, etc. This whole situation made us redefine our product roadmap, and push forward our new delivery service to help second-tier cities' citizens as quickly as possible. This is also something we're planning to use Mati for: verify people not on the rides, but also in the delivery experience.
About Mati
For years, user verification has been a huge pain point for anyone trying to build or scale a business. Time to change that. Discover the Mati revolution, the all-in-one user verification platform you were missing.

With Mati, you can automate your user verification flows in a few hours, reduce fraud on your platform, and become compliant in any country of the world. Integrate Mati in 5 minutes. Immediately reduce your operational costs with automation, and start scaling.
Our engineers have worked really hard to minimize the work on your side. Our SDK integrations take a few minutes (copy paste 4 lines of code). And you receive the secured user verification results via a webhook sent to your backend.
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