How Grab Became The Super App Of Southeast Asia

ROI Overload Business, Startup & Growth Newsletter

  
0:00
-17:05

Hi All!

Here is your weekly email with a business growth case study, plus some things I’m working on and thinking about!


📈 Case Study: How Grab Became The Super App Of Southeast Asia

In the last few years, Southeast Asia has seen a rapid increase in ride-sharing apps. One of these companies is Grab (@grabsg). This company saw an opportunity and took it by storm, quickly becoming one of the most successful startups in history.

Grab even beat Uber as the top ride-sharing app in Southeast Asia and has gone beyond being a “Decacorn” — a company worth more than 10-billion dollars. This article will explore how they did it and what you can learn from their success story.

Small Beginnings

As you may know, Grab started as a taxi-booking app called MyTeksi, founded in Malaysia. It was founded in 2012 by Anthony Tan (@AnthonyPY_Tan), a computer science student, and his friend, Tan Hooi Ling (@hooilingtan).

The founders decided to expand into Singapore, Jakarta & Bangkok with MyTeksi, and it later became GrabTaxi. Then, in 2014, they decided to expand to the Philippines and Vietnam with their service known as GrabBike. This became a massive success since most of these countries had no “official” taxi services; citizens relied on taxis or private cars for transportation.

Rebranded As Grab

Later in 2016, the startup was rebranded as Grab. Their ride-sharing service was available in Malaysia, Singapore, the Philippines, Thailand, and Vietnam. They had also expanded into the food delivery market with GrabFood — a similar model to UberEats that allowed people to order meals from restaurants partnered with them.

To complete their services, Grab also had a service where you could request someone to come pick you up and drive your car home. It was known as GrabCar. Grab also had GrabPay, which supported more than 30 different currencies, making it easy for foreigners to pay bills.

The Success Of The App

Grab has gone far since then. Today it is the top ride-sharing app in Southeast Asia, with millions of active users every day and various services such as food delivery and motorcycle taxis available under one roof!

In November 2016, they became Southeast Asia’s first unicorn startup. By 2017, Grab became the top ride-sharing app in Southeast Asia with over 100 million downloads worldwide and a valuation of over $11 billion, making them the most valuable startup out of Singapore.

How They Did It

So, how did they do it? How did Grab beat Uber and became the top ride-sharing app in Southeast Asia and other services such as food delivery and motorcycle taxi rides?

Many variables made Grab a very successful and valuable startup, so let’s break down each differentiator that ultimately made Grab such an incredible success.

Going Hyper Local

Grab was so successful at beating out Uber because of its strong focus on the local market. In addition, they adapted to the different cultures and languages in each country they expanded into, which helped them gain a lot more users than Uber ever did.

When you adopt a hyperlocal strategy, you can’t just transplant the same strategy you implemented in one region or country, to another. Cultural nuances, and region specific knowledge are all integral in maximizing the effectiveness of your growth strategy.

Many companies copy & paste strategies. Grab does things that don’t scale, tailors regional rollouts and wins every single new initiative they take on (because of hyper-localization).

“Super-App” With All Features

Grab is an all-in-one app.

They have Grab, GrabFood, GrabFresh, GrabCar, GrabPay, and many more upcoming projects. They are the “go-to” app where users only have to use them for all the things they need.

Being able to deploy new features, quickly to fill needs in the market, allowed them to be a one-stop-shop which definitely helped them with their product led growth and ultimate total addressable market (TAM).

It’s Accessible & Convenient

Grab is very accessible to its users — you can download the app on your phone and start using it straight away. This makes it easy for customers to access their services anytime they want with just a couple of clicks.

When competing against Uber (who made assumptions in every market they entered, that everyone used smart phones, and everyone paid with credit cards), Grab realized that not all drivers used smartphones and very few customers used credit cards (where they launched).

Focusing on the actual habits of users in certain parts of the world (like accepting cash from day 1), helped Grab build a product tailored to it’s users.

Remember, Uber didn’t accept cash until 2015.

They Have Rewards

Grab has various rewards that they give out to their users, and you can earn points just by using Grab as your ride-sharing service in Southeast Asia. These points include discounts on future rides with them.

Although this wasn’t the end-all strategy for Grab — it didn’t hurt.

And let’s be honest… people love rewards.

A Good Company Image

Grab is known to be an excellent company. Their services are cheap and affordable, making people choose Grab over other ride-sharing apps such as Uber.

They also treat their drivers fairly regarding compensation & money they can earn every month.

A little driver (or employee) appreciation goes a long way.

Trust

Trust is paramount when building a relationship with your customers and lack of trust and transparency has always been a point of contention with various ride sharing apps like Uber.

Stuck in traffic? Pay more.

Surge? Pay more.

Driver takes a long route? Pay more.

Not with Grab.

Price transparency, and pre-set pricing makes sure that there are never any surprises for the customer and the pricing is set before the ride even starts which increases trust in the brand, reduces any uncertainty felt by the customer and incentivizes the driver to get the passenger from point A to point B as quickly as possible.

Focusing On The People

When you look at the strategies of successful startup companies, one thing is clear: focus on your people.

This means that they have always focused on their drivers and passengers.

They have their support teams that are available 24/7 the whole year to answer any issues or questions that may arise and provide free training sessions for new drivers.

Grab also actively incorporates employee feedback so that they know that they’re best serving their customers and employees.

Grab’s Head of People, Ong Chin Yin, explained, saying: “Our Grabbers are at the forefront of solving some of the most significant challenges in this incredibly diverse region, from traffic congestion to income equality and financial inclusion”.

Grab identifies problems before they spiral out of control by listening to employees and implement solutions quickly, realizing full well that the people who work in your business are very likely to have meaningful & useful insights.

The Bottom Line

So, what did we learn from the success of Grab? First, a business must focus on its people and not just its profit. Second, you need happy customers and happy employees. Third, the more loyal your users become, the better off your company will be.

It’s also important to focus on the local market and not expect everyone globally to have similar habits. Hyper-focusing on the habits of the users in each country you expand into makes your chances of success higher than trying something new in many different countries at once.

The startup Grab has gone far since its humble beginnings. It is now Southeast Asia’s number one ride-sharing app and has many other services under one roof to make it a super-app that can provide everything for anyone and everyone…

But remember, Rome wasn’t built in a day, and neither was Grab.

Start slow, do things that don’t scale, and eventually you’ll get there.


💻 SaaS Of The Week: Letter Hunt

Newsletters are great ways to reach your target audience, there’s an element of trust that’s already been built between the writer and audience. However, finding the right newsletter is a mission and there’s thousands of potential newsletters put out by various business influencers, but spending the time and energy finding all of these newsletters is exhausting, to say the least.

Letter Hunt (by @madanr & @akhil_bvs) does all of the grunt work for you, and put together a list of 10,000 active newsletters, complete with filters and engagement metrics, for you to source out and advertise in. You can have a limited amount of searches for free or pay for unlimited access.

I’m personally going to use it to find some newsletters to cross promote in…

Happy hunting!


🎧 Things You Should Listen To: How to Rise & Grind and Lead With Purpose With Glenn Lundy, Motivational Speaker & Sales Expert

This week I sat down with Glenn Lundy (@glennblundy), host of the wildly popular Facebook Live show #RiseAndGrind and top Clubhouse group Breakfast with Champions. He’s been seen at places like Hustle and Grind Con, Grow Your Business For God’s Sake! and many more stages across the country. Glenn has been spotlighted on ABC, NBC, and CBS, and is an expert in dealership culture development, and leadership training. We spoke about sales, culture, leadership and some mindset / routine hacks you can use to optimize your productivity & results in your personal and professional life.


📚 Things You Should Read: Rework

Rework, by Jason Fried (@jasonfried) & David Heinemeier (@dhh) is really focused on helping entrepreneurs work smarter, not harder and challenge fundamental rules of how business has been done for the past 100+ years.

It also has one of the best endorsements I’ve ever seen.

“If given a choice between investing in someone who has read REWORK or has an MBA, I’m investing in REWORK every time. A must read for every entrepreneur.”

-Mark Cuban, co-founder HDNet, owner of the Dallas Mavericks

Rework shows you a better, faster, easier way to succeed in business. Read it and you'll know why plans are actually harmful, why you don't need outside investors, and why you're better off ignoring the competition. 

Ultimately this book focuses less on corporate jargon, and ancient ways of doing business and more on practical, common sense, smart things that will really move the needle on your business.

It challenges the foundation of how you do business, and gives some useful actionable insights along the way.


🧠 Scott’s Thoughts

1. “We're all the bad guys in someone's story.

You'll never have 10/10 people love you.

Focus on doing good things and being better than yesterday.

That's all that matters.”

(Tweet This)

2. “In corporate America, likability is a billion dollar asset.”

(Tweet This)

3. “Lessons from chefs:

1. Make your mistakes into innovations

2. Great ingredients elevate a dish

3. Sometimes the simplest recipes taste the best

4. Creativity with technical brilliance makes you great

5. Passion is the secret ingredient”

(Tweet This)


💡 Other Thoughts

1. On Discernment

"Opportunities are seldom labeled."

— John A. Shedd

(Tweet This)

2. On Service

"The first responsibility of a leader is to define reality. The last is to say thank you. In between, the leader is a servant."

— Max DePree

(Tweet This)


Sponsors

These sponsors make my newsletter & podcast possible. Check out their offers and show them some love.

1. Canva — Create Content & Design Anything (No Skill Required)

https://canva.me/successstory — Free 45 Day Canva Pro Trial

2. Better Help —Virtual Therapy & Mental Wellness

https://betterhelp.com/scottclary — 10% Off First Month

3. Uprising Food —Healthy & Delicious Low Carb Bread/Food 

https://uprisingfood.com/successstory — $10 Off Starter Bundle

2. LeadFuze — Lead / Contact Database

bit.ly/2UWE7rz (Unlimited free lead database for cold emailing)


Podcast:

Listen Now


This installment of my newsletter is free for everyone. I send this email weekly.

If you enjoyed the newsletter, please share it with a friend who’d find it useful.

-Scott

Share ROI Overload