Recently touted by Techcrunch as “the fast-growing on-demand car service”, Uber brings the private driver experience to the masses, allowing you to request a private driver at any time by using the Uber iPhone and Android apps or SMS. André Charoo, Uber Toronto Lead recently spoke at February’s TELUS Challenge Event Series. We caught up with André after the event to talk more about their business and advice for aspiring entrepreneurs.

Uber has just ‘soft launched’ in Toronto. What challenges have you faced in growing your business in new markets?
One of the challenges we have faced while growing Uber in new markets is the various transportation options that already exist in the city. Toronto has a number of different taxi services, but they all have their shortfalls. Customer service and dispatch in particular are simply not where they need to be. Drivers texting clients has never been presented as an option. The taxi companies haven’t kept up with mobile trends and the changing expectations of Torontonians.
Uber is here to change the negative stigma surrounding transportation in Toronto. Our transportation doesn't have to be unreliable, uncomfortable and infrequent. We believe in a service that works around your schedule, gets you where you need to be in time and takes you where you want to go in style. Moreover, we want to emphasize the fact that Uber won't cost too much more than a normal taxi, and your service will be infinitely better.
Another challenge we faced when entering the Toronto market was finding the right carrier to provide us with devices. Uber is unique, in that we provide all of our drivers with iPhone devices as a dispatch system for Uber. As such we have unique needs, and needed a lot of devices, hundreds of them in fact. This of course, can get quite costly. TELUS was able to accommodate our unique device needs and give us a great price as well.
Our relationship with the sales team made all the difference as they adapted to our seemingly never-ending work hours. A special thanks to Frank Cesareo who went out of his way to make sure that all questions were answered and all needs were fulfilled, no matter the time of day!
Gartner estimated the mobile app industry to be $15.1 billion in 2011. With so much growth, how do you ensure your app gets top bill?
Simple. We keep the Uber app easy to use and provide a great user experience. The app is intentionally minimalistic in style, but high in functionality. What's more, the app is free to download for everyone, client and driver alike, so there is no barrier to download in terms of price.
The Uber app is also very unique in that it provides a service that is fundamentally changing the way people travel around their city. Transportation happens every day, and in turn, the Uber app and service are used every day. We believe that the Uber app is one of the few on the market that seamlessly connects the online world with the offline world. The Uber experience is memorable, so as a result, the app is memorable.
How has Uber arranged it’s financing? Are you actively seeking investors?
Uber has raised approximately $45 million from some of the top angels and VCs around the country including Menlo Ventures, Goldman Sachs, and Jeff Bezos’ fund Bezos Expeditions.
Most small business owners often struggle with building their customer base with limited funds & resources. What tactics do you use to attract customers in a new market? What marketing activities have you used in the past to officially launch in a new market?
We believe that Uber is best experienced when you take a ride. It's one thing to explain the Uber service to a potential client, but the service truly sells itself once the person has experienced it first hand. When we enter a new market we work to figure out what hyper local initiatives that we can offer to various demographics that make up that city.
What role does social media play in your marketing mix? How are you measuring your success?
Social media is huge for us. We like to connect to the people who have a pulse on what's going on in the city. It's great to reach out and get these people as ambassadors of your brand. Part of the way we ensure this is also through our belief in strong and quick customer service and satisfaction. If you don't have an amazing experience with Uber, we will make that right. We address your issue immediately. Our Community Managers are connecting and chatting with our clients at 2:30 in the morning on Twitter on a Friday night because they love what they do and they believe in the service. This helps maintain customer satisfaction and illustrates a strong dedication to our clients and even prospective clients. We also offer a lot of unique contests through our city-specific blogs and Twitter accounts. In regards to measuring the effectiveness of these ventures, just search Uber on Twitter and check out the love people have for our product. It speaks for itself!
What advice can you give aspiring entrepreneurs who think they have a really great idea and aren’t sure how to get started?
Definitely talk to people in your community and beyond. Hunt out the business and tech scene if that's what you are trying to target. Network as much as you can. Lots of networking events in Toronto at least are free or very cheap to attend. We just recently attended a great event called Founders & Funders which was organized by StartupNorth. We learned that there’s a very vibrant community of entrepreneurs in Toronto, who are willing to help each other out.
The most important piece of advice for someone with an idea is really to just go for it. Pursue your idea if you think it is great. There’s a plethora or resources available online for entrepreneurs to learn how to raise money, connect with the right people, build a team and so forth. People will help you out along the way if you let them. But you won’t find help unless you seek it out yourself!
The Uber app is available on the app store and Android Marketplace.