Boro Taxis has invested a six-figure sum in new technology that will help improve passenger safety, according to bosses.
The software allows people to talk directly to the driver who is picking them up and vice versa - and tracking of the vehicle at any point up to the end of the journey.
The company, which has one of the largest fleets in the North-east, say it wants to focus on improving how the company dispatches taxis and the operation of its accounts.
The computer upgrade will improve booking office features and administration, providing electronic invoicing in response to customers’ requirements.
The new hi-tech system continues to allow the dispatch control centre to communicate with its drivers but now will enable customers to talk directly to the driver who is picking them up and vice versa.
Boro Taxis employs almost 900 people and has a fleet of 750 vehicles,
Founder Mohammed Bashir said the latest investment demonstrates Mr Bashir’s commitment to continuing developing and improving the business.
He said: “Businesses need to constantly evolve to ensure that the best possible customer service is provided.
“This significant investment in the latest computer software reflects Boro Taxis policy of continually upgrading and improving its processes, administration and fleet.
“Customer service is ‘King’ in our sector and this state-of-the-art software will play a key part in further enhancing the standard of service we are able to offer to our clients, both individuals and corporate contracts.
“A company needs to continually invest to make sure it not only maintains, but advances its standards.
“The new software will bring a range of service improvements including an improved booking app which allows you check vehicle availability and estimated waiting times.
“Once your booking has been dispatched you are able to track your vehicle at any time up until the end of the journey, enhancing safety further.
“By using GPS satellite, you are now able to book a taxi in ‘one tap of the app’, providing a faster booking process and avoiding telephone booking queues.
“Another facility enables the customer to talk directly to the driver if necessary.
“For example, a customer and the driver may be waiting at different entrances of the same location, for example James Cook University Hospital. The customer and/or driver, using their mobile phone will be connected via the computer software enabling direct communication with each other.”
The company has steadily increased the number of drivers to meet the demand for its services. Its workforce of 900 is made up of a mixture of direct employees and self-employed drivers, all of whom are fully trained.
The firm was given a final, formal warning by authorities at a public inquiry last month following an investigation into its minibus fleet, amid concerns about vehicle and driver safety standards.
A spokesperson for the company said in the last 18 months, it had made “significant investments in training, extra staffing, system upgrades and more regular rigorous audits to ensure compliance.”
There had been no further non compliance or prohibitions since March 2014.
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