Auckland Co-op Taxis - Success Story
Auckland Co-op Taxis (ACT) is Auckland's largest taxi company with over 700 fleet vehicles, employing 75 staff directly and 1,100 drivers. ACT's taxis carry seven million passengers annually.
Increased costs per booking and limitations with their existing Interactive Voice Response (IVR) system were both a catalyst for ACT to reconsider their current booking system. ACT engaged the Salmat VeCommerce VeCab solution to overcome these issues.
VeCab enables taxi patrons to talk directly to the taxi dispatch computer, using any telephone to make their booking request. The VeCab solution elimintaes the need for a 'push button' service because it 'understands' the verbal requests from the customer's normal speech.
The VeCab automated booking system offers customers many benefits, including no waiting in phone queues, accurate entry of booking requests and 24 x 7 availability. Additionally, Salmat VeCommerce developed a software application that can interpret Maori names correctly. The special grammar rules contained within VeCab, enable the application to identify and correctly pronounce Maori phrases.
VeCab now handles approximately 40% of all bookings for ACT and provides a clear competitive advantage for ACT: all 'template' calls are answered within three seconds, there is no queue for callers placing their bookings and there is no 'lost business' from abandoned calls.
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