The largest cab firm in Scotland, Glasgow Taxis Ltd. (GTL), have announced that they have made an investment of approximately £1.85 million in their infrastructure in a bid to improve performance, customer comfort and safety. The black cab firm are using the most cutting edge technology with a range of systems introduced in order to make the business even more modern.
So far, GTL have introduced new IT despatch and phone systems, an interactive voice response telephone booking system and an online system which tracks vehicles in real time. There is even going to be a booking app for smartphones as the company looks to take advantage of technologically minded passengers. According to Stephen Flynn, vice chairman of GTL, the purpose of the investment is to take the company to the next level when it comes to service and safety. He believes that their business has been modernised to the benefit of customer and driver. He also urges customers to register with the interactive voice response system in order to gain the full benefits.
He admitted that there were challenges initially but they have been fully overcome. He pointed out that their call staff received extra training and they have processed more than half a million calls since they went live. The voice response system enables customers to quickly book a cab via an automated system. This is designed to cut down on waiting times. The online booking service also allows corporate customers to hire a cab in seconds by pressing a few buttons. Thanks to the live mapping service, customers will know the location of the taxi at all times while waiting for it to arrive.
One of the GTL executive committee members, Jim Smith, was excited about the new improvements and believes that it will massively impact the industry in a positive way. He thinks that it will increase efficiency while improving the standard of service and keeping passengers and drivers safe. He also praised the taxi firm for their use of a booking app to benefit smartphone users. Smith is certain that GTL are now in a position to offer a level of service unrivalled in Scotland if not the UK.
Glasgow Taxis Ltd was formed in 1997 after a number of the city’s prominent taxi firms merged. It represents an estimated 2,000 drivers who use almost 70% of the city’s 1,500 black cabs. GTL is proud to state that it plays a large role in keeping the streets of Glasgow safe with special ‘Nite Zones’ in place with stewards keeping watch. They are also one of the first cab companies in the UK to offer priority service to women thanks to their ‘Female First’ program. It has won a number of awards such as the honour of being named Glasgow’s favourite business at the annual Glasgow Business Awards in 2011.