Mobility Mojo scales accessibility innovation through seamless support

The Challenge : Manual reporting and limited staff slowed growth and onboarding.

When Mobility Mojo partnered with Otonomee in 2022, the company was expanding its customer base and needed the ability to scale operations quickly and efficiently. At the time, producing an accessibility report was a fully manual process, taking 4 to 6 hours per report to analyse assessment data, assign scores, and compile results. With a small internal team of just five, the COO was managing the entire report creation process alone.

Mobility Mojo needed a trusted partner to support client onboarding and account setup and to streamline and scale their report generation so they could free internal resources to focus on growth and new customer acquisition.

The Solution : Otonomee automated reports, expanded the support team, and managed client operations.

Mobility Mojo turned to Otonomee to help build a scalable customer and operational support framework.

Key steps included:

• Laying the groundwork for scale
  Otonomee helped implement and configure their CRM, created structured training materials, and supported the initial versions of report automation, reducing manual workload and setting the foundation for sustainable growth.

• Expanding the support team
  The collaboration began with one Team Manager and two Agents, later growing to a team of four Agents. This allowed Mobility Mojo to shift internal focus from report creation to client onboarding, directly supporting revenue growth.

• Full-service operational support
  Otonomee provides end-to-end assistance, including: Onboarding Calls, Account Setup, Account/Assessment Support, Assessment Reviews, Building and Portfolio Report Generation and Quality Assurance. Support is delivered through Email, Live Chat, and Video Calls.

• Flexible resourcing and added value
  During quieter periods, the team contributed to other areas, offering compliance insights and sales research support — ensuring Mobility Mojo continued progressing key business objectives even outside peak activity times.

The Benefit : Enabled Mobility Mojo to scale efficiently, improve customer experience, and focus on growth.

• 191 reports sent to clients (+8.5% year-on-year), with 245+ buildings currently under evaluation

• Team expansion from 1 Team Manager + 2 Agents to 1 Team Manager + 4 Agents

• 299 Customer Support queries answered, with:

• 93.28% first responses within 24 hours (SLA)

• 84.21% Customer Satisfaction Score

• 0% attrition, achieving 100% team retention

Summary : A strong partnership enabling growth, efficiency, and global accessibility impact.

The relationship between Mobility Mojo and Otonomee, spanning multiple collaborations across different phases of growth, has been built on trust, flexibility, and a shared focus on quality. By combining operational expertise with scalable processes, Otonomee has enabled Mobility Mojo to scale report production and onboarding without straining internal resources, maintain consistently high customer satisfaction and SLA performance, and keep teams stable and engaged while supporting business growth. For Mobility Mojo, this partnership represents a foundation for sustainable expansion, empowering the company to continue transforming accessibility on a global scale.

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