Brands looking to attract and retain consumers...
Gone are the days when brands must sell through...
The vast majority of brands may be using content...
ComfortDelGro, a passenger land transport company with a fleet of 45,000 vehicles (15,000 in Singapore), has automated the booking process of taxis in Singapore so that they can handle the increasing volume of calls and reduce the time it takes for calls to be handled.
Catering to more than 20 million taxi bookings annually, ComfortDelGro’s Customer Contact Centre is running at full capacity, with the situation becoming more pronounced during peak hours and on rainy days.
In 2007, the Company started to explore more ways to automate the booking process so as to handle the increasing volume of calls and reduce the time it takes for calls to be handled.
Since mobile phones are widely used in the city state, the company has decided to implement the Short Message Service (SMS) taxi booking service.
Wong Oi Mei, Vice President of the Information Technology of ComfortDelGro’s Taxi Business, said the company selected the JBoss Seam-based solution proposed by Maven Lab, a Red Hat Business Partner under the Infocomm Development Authority’s (IDA) Infocomm Local Industry Upgrading Program (iLIUP).
Hiew Wee Soon, Director of Maven Lab, sees the SMS taxi booking as a channel through which ComfortDelGro can improve their customer experience and has assured that this service is stable, reliable, and cost-effective.
To access the full report, click on the PDF attachment.