Success Stories

The Whole Story

Driving Sheffield forward

On 5th November 2010, City Taxis had an outage on their telephone system. When switching to the back-up that also failed. Just over 14 hours after the fault was reported to their supplier the problem was finally fixed and calls to City were restored. Cost to the business?……..£17,000……unacceptable. City approached Solution Telecom with a number of challenges to avoid a situation such as this ever recurring.

From that point on the down time can be counted in minutes and since the introduction of an early form of SolCom called “Genesis” City Taxis have saved hundreds of thousands of pounds. SolCom is now fully developed and due to automated call handling it continues to save City £1000s per week in staffing costs alone.

75,000 34% £270,000Successful bookings

per weekMore bookings taken Saved in the first year

of introduction

Their Story

Ranks to rewardsSince 15 May 2003 City Taxis has been literally moving the people of Sheffield. The private hire industry has certainly evolved since then but City Taxis remain at the forefront of pioneering taxi technology.

Not only are they the leading taxi company in Sheffield but one of the largest & most innovative operators in the UK. Their success is purely down to the commitment to our industry on all levels and their belief in putting the customer first. Their state of the art telephony system is not only one of the finest in the UK but leads the way across the globe.

Their Goal

Beyond the City limitsAs with all customer facing businesses, City Taxis has enormous reliance on their staff to respond to calls. What if they didn’t have to answer the phone? Can a smart IVR system handle & increase our booking capabilities? Is there a Solution?

As technology takes great strides forward so do City Taxis. Solution Telecom is consistently developing smarter elements to their existing platforms to allow cost reductions across the business whilst improving the service delivered to their customers. City Taxis now want to maximise the use of their mobile apps, social media and a whole host of other exciting technological advances.

“The introduction of Solution Telecom to our business has allowed us to meet & surpass all our goals. In year one we saved more

than £270,000 in staff costs alone and still managed to take more bookings and improve our customer service. Now we’re in 2014 and we are a market leader backed by state of the art technology that in all honesty was very cost effective. As we continue to improve

and expand we look forward to strengthening our bond with Solution – here’s to the next 5 years!”

Arnie Singh, Managing Director, City Taxis

Their Solution“Genesis” now SolCom was introduced in 2011 after 8 months of development. First and foremost, SolCom is reliable; over 90% of system faults that do occur are identified and fixed before City Taxis know they exist. Then there is the smarter advances; nearly 36% of all bookings are taken without the need for an operator – a clear cost saving. Should there be any need to review a call; SolCom will have it ready as soon as the call is complete and with over 100,000 calls per week there is enough storage for 7 years without the need to archive.

If the worst happens and a component of the SolCom system breaks – SolCare+ is in place to react & fix the issue within 4 hours but with resilience and dual clusters built into the platform the calls are not lost!!

Their Success

City Taxis achieved the following results from its SolCom endeavours:£270,000 saving in overall costs in year one36% of booking taken without an operatorAverage of 75,000 successful bookings per week 940 vehicles in the fleet