Streamline Taxis, Brighton implement Sherlock Taxi to take advantage of modern dispatch technology
Streamline Taxis has been one of the leading hackney and private hire companies operating in Brighton and Hove since 1936. The business has grown to over 300 vehicles and 650 drivers with approximately 50 office staff and is now a preferred supplier for many major businesses and schools in the local area.
Prior to implementing Sherlock Taxi, Streamline had been using their incumbent supplier for over 20 years. In 2017, the directors began evaluating alternative suppliers as they no longer felt that they had the best technology solution for their needs.
In particular, the company was aware that a very high percentage of bookings were being made via the call centre. The directors were keen to implement a robust and intuitive customer app which would encourage some of their customers to book on the app and attract the younger generation who use technology whilst still providing their loyal customers the option of phoning the call centre. Streamline directors were also conscious of the launch of Uber in Brighton and the need to respond effectively to changing consumer behaviours and the desire for a modern, reliable app as part of this.
Streamline Taxis operates slightly differently to many other Taxi companies in that it is a Taxi Owners’ Association (TOA) which means that the business is owned by its drivers and managed by a democratically elected Board of Directors. This means that any changes to technology and partners must be agreed by the drivers.
The board evaluated the suppliers on the market and had narrowed it down to two ‘big players’ – one of which was Sherlock Taxi, which had been recommended to them by another of their trusted third party suppliers.
Solution & outcomes
The directors and drivers at Streamline chose to implement Sherlock Taxi for various reasons. Having evaluated the market, they felt that Sherlock Taxi offered the most sophisticated features with configurable options that allow companies to truly tailor the solution to support their individual business needs.
They were delighted with the customer app and other backend functionality such the advanced reporting features available in the system which have helped to give them better visibility over the whole business.
They found the design and user interface intuitive and user-friendly for consumers. In addition, they were really impressed with auto-allocator and the different configurable options such as basing allocation decisions on closest driver only, driver empty time, priority customer or a combination of variables.
The Board of Directors actually visited Addison Lee to see how they are using Shamrock, the sister-solution to Sherlock Taxi which Sherlock Taxi is modelled on.
Paul Wardle, Streamline Director noted,
“We chose Sherlock because of the great range of features available and reliability of the technology. Visiting Addison Lee was really useful as we got to see the automated allocation working in a large-scale environment.”
As with any system changeover, there is a period of adjustment and teething issues can occur as staff all get used to using a new system. With an onsite Sherlock Taxi implementation, businesses benefit from technical staff onsite throughout the process. We had four members of our development team onsite with Streamline for two weeks during the go-live phase to ensure that the system transition would run as smoothly as possible.
Amgad Mechaeil, Streamline Director remarked,
“We have been really happy with the support that we have received – the team are already proving their value. The system is really easy to use and is giving us much better visibility over drivers as a whole.”