Scots taxi firm invests £1.85m 30 | 01 | 2012
SCOTLAND'S LARGEST TAXI company, Glasgow Taxis Ltd (GTL), has invested £1.85 million utilizing the latest online technology to help improve customer service and safety.
The iconic black taxi firm — which represents more than 2000 drivers of almost 1000 of the near-1500 black cabs working the city streets — has already introduced a number of new systems to modernise the business, with more set to follow in the coming months.
Some of the improvements already introduced include:
The installation of new IT despatch and telephone systems;
A new automatic and interactive voice response (IVR) phone booking system;
A new online booking system, incorporating live vehicle tracking;
The renewal of more than 550 Glasgow Taxis vehicle radios.
In addition, a new booking app for iPhones, androids and smart phones, as well as a completely redeveloped Glasgow Taxis Ltd website featuring online booking facilities are due to go live within weeks.
Arnold Clark Kia sees red
“We have made this significant investment to take the company to the next level in terms of safety and service," Glasgow Taxis Ltd vice chairman, Stephen Flynn, said.
"It will truly modernise the business and ensure we can provide the best possible service to all customers, as well as comprehensive support for our membership and drivers. We’d encourage all customers to register with our new IVR system to enjoy the full benefits.
“In the first few weeks of implementing those systems, we did experience some challenges, but these were quickly overcome. Our call centre staff received additional training which has allowed them to process more than 500,000 calls since go-live date.”
Using the company's new online booking service, Taxi Web Booker, registered corporate customers can book a taxi with a few simple key presses online, improving both speed and ease of booking.
New 3-door Kia Rio starts at £9995
Once booked, live mapping will display the taxi on approach and email updates on the progress of a booking, meaning customers will know the location of their booked taxi at all times. They will also have the ability to book for more than one address within a single booking.
This investment and the improvements made will benefit both Glasgow Taxis Ltd customers and drivers alike," Jim Smith, member of the Glasgow Taxis Ltd executive committee, added. "In addition it will increase control, accountability, safety, efficiency, quality and speed of service.
“In addition, thanks to the investment in these new systems, Glasgow Taxis Ltd now has the capability to develop and introduce its own booking app for use on mobile devices such as smart phones, iPhones, androids and tablet computers.
“With our new app on its way and a new Glasgow Taxis Ltd website — which will facilitate online payment, to follow — we are putting everything in place to ensure we offer unrivalled customer service and passenger safety in Glasgow and beyond.”
Scots duo controversially denied Daytona 24 Hours win
Keep up-to-date with all the latest news by following us on twitter.com/scotcars
Jim McGill