TECHNO TIMES
RADIO TAXIS SOUTHAMPTON ACHIEVES 98% BOOKING COMPLETION RATE WITH TAXI BUTLER’S GUEST QR
Article by Will Nash Marketing Manager, Taxi Butler
www.taxibutler.com
Radio Taxis Southampton is the largest taxi fleet in the city, with over 500 vehicles, and was recently awarded the title of QSI Private Hire Company of the Year. The company constantly evolves to meet customer needs and enhance the standard of work for all drivers of taxis and private hire vehicles working with them.
To technology to
achieve this, Radio Taxis incorporated new address their business goals of
improving automation rates, streamlining the booking process, enhancing customer experience
and
increasing booking completion rates while increasing its taxi fleet’s efficiency.
CHALLENGE
Radio Taxis encountered challenges communicating with customers to confirm bookings, leading to fewer people showing up for their bookings. As a result, this affected the taxi booking quality as taxi drivers experienced delays and lost revenue when passengers did not show up as planned.
Simon May, the CEO of Radio Taxis & West Quay Cars, explains: “We are committed to growth and excellence in the taxi and private hire services. We continuously embrace innovation, seeking ways to elevate the quality of taxi bookings, reduce no-shows, and enhance customer and driver experiences.”
SOLUTION
Having established a longstanding trust in Taxi Butler with their purpose-built taxi booking devices for seven years, Radio Taxi partnered with Taxi Butler again to successfully implement Taxi Butler’s Guest QR and effectively address its unique challenges.
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When Radio Taxis implemented Guest QR across multiple hotels they already work with, guests could easily book a taxi from their smart- phones by scanning a QR code printed on different types of flyers, table tents and posters. This process eliminated the need to download an app, call a call centre, or hail a taxi on the street. Guest QR verifies and authenticates passengers via SMS, ensuring reliability and reducing delays for taxi drivers. This authentication process minimises no-shows and leads to higher- quality bookings, benefiting customers and drivers.
RESULTS
By implementing Guest QR into their operations, Radio Taxis has successfully enhanced the customer experience and overall efficiency.
10% reduction in workload for dispatchers
One of the key benefits of integrating Guest QR for Radio Taxis is automating bookings from guests inside venues. These streamlined QR code bookings significantly reduce the workload for dispatchers by 10% and allows them to allocate more time to more critical and complex bookings.
98% completion rate
Guest QR eliminated the necessity for resource- intensive human intervention in the call centre and enhanced efficiency. Additionally, leveraging SMS authentication through Guest QR has enabled efficient communication and boosted booking completion rates by 98%.
“Small details are important when providing our customers with smooth, high-quality operational service. We are delighted to have achieved this with Taxi Butler’s Guest QR. Customer feedback has been overwhelmingly positive, appreciating the system’s ease and convenience. One of the key benefits of Guest QR for us is its ability to collect accurate customer information and streamline bookings. It has proven to be a valuable asset for our company, and we are excited to expand usage throughout the city,” said Simon.
NOVEMBER 2023 PHTM
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