IT and System Update
As well as providing an unequalled fleet of ‘fast-blacks’, at Glasgow Taxis Ltd we don’t stand still and are just as quick to recognise our customers needs, especially so with the almost constant changes and developments in IT.
At Glasgow Taxis Ltd it is our aim to ensure that our despatch system meets the needs of the 21st century travellers, business and leisure users so that we provide an efficient and effective service that meets all our customers’ needs.
To do this, we continually research our market and constantly examine the needs of our customers, matching the latest IT and communication systems to suit.
Despatch System/Telephone Network
Glasgow Taxis Ltd has made a substantial investment in new IT despatch and telephone systems with a view to making major improvements in control, accountability, safety, efficiency, quality and speed of service. Our fully experienced call centre staff have processed over 500,000 calls since the go-live date of our ultra-modern system in October. And it is our aim as always, to put our customers first and provide the first class service expected of Scotland’s largest taxi company.
The new automatic booking service IVR [Interactive Voice Response] is very popular with our customers and our research shows that nearly 20% of our regular customer base use this facility. This application is particularly useful during peak periods as it allows our customers immediate access to an automatic response, saving valuable waiting time when all of our call takers are busy.
Glasgow Taxis Ltd has also introduced a new online booking service, the Taxi Web Booker. This allows our business customers to book one of our taxis with a few simple key presses online, improving both speed and ease of booking. Once booked, live mapping will display the taxi on approach and email updates on the progress of a booking.
Also on plan is our new phone ‘app’. Developed to allow users of ‘Iphones’ to book taxis using their mobile phones. As with our Web Booker, customers can track their taxi using Google Maps. The ‘app’ is likely to ‘go-live’ in January.