Gaps

 In the area of sales operations, the company is outsourcing it's work and this can have certain
disadvantages like quality of service not being up to the mark, lack of control and even
uncertainty regarding the vendors (in this case the driver's). This puts Careem’s brand image on
stake because a bad vendor service will lead to a bad customer experience. This implies that
Careem is not much in control in areas where they do not have their direct services.

 Careem has around 300 to 400 accounts solely in Karachi and only a small team of one fleet
associate along with two fleet coordinator are responsible to manage the large sum of accounts.
This low number of staff over burdens the fleet team which distorts their work load ultimately
leading to underservicing. This will eventually make the clients dissatisfied with Careem’s
services.

 Careem solely focuses on-the-job training. Although, on job training is considered the most
efficient but in the field of sales off-the-job training such as mentorship and role playing plays an
important role in teaching the sales people on how act in different hypothetical situations and to
get vital information and tricks from the brand managers who share their experiences in those
off-the-job training seminars.

 A complex and time consuming sales process Careem follows a very complex and time
consuming sales process which makes it less efficient. Due to the complexity and longevity of
the sales process many deals do not go through and instead get dropped at early stages. This
causes Careem to lose its potential customers.

 Careem does not have any specific key metrics to measure the performance of the employees or
the success of the accounts. They are only depending on the onboarding of maximum number of
accounts. The performance metrics are poorly set hence, resulting in distorted compensation.
The sales persons find it difficult to measure their compensation.