The Checker Group
Improved Response Times Lead to More Satisfied Customers
Challenges
The Checker Group, comprised of Checker Cabs, Checker Courier and Ambassador Limousines, needed a computerized dispatch system to keep up with the fast pace of their 650-vehicle fleet. In order to improve business efficiency, response times, and customer service, as well as reduce credit card fraud, The Checker Group required in-vehicle computers equipped with in-vehicle payment and vehicle tracking capabilities.
Solution
The Checker Group implemented Mentor IntelliFleet®, an automated taxi dispatch system specifically designed to deal with the day-to-day operational realities of taxi organizations. When a customer calls to request a pickup, the system detects the caller's phone number and address, and instantly fills in that information on the call-taker's screen. Calls are then automatically offered to the most eligible driver.
The Checker Group also uses Mentor's Mobile Data Computers (MDCs) with integrated taximeter functionality, in-vehicle cashiering, credit and debit card payment capabilities, and an internal GPS receiver for vehicle tracking. In addition to the MDCs, the Checker Group also uses an Interactive Voice Response (IVR) system that allows a customer to call and request a taxi without speaking to a dispatcher.
Results
The Mentor solution has improved response times for Checker by streamlining the call-taking and dispatching process. "Intellifleet works in conjunction with IVR to process a call within 35 seconds; from the time the call is answered to when the driver accepts it," says Stephanie Dodd, Manager of The Checker Group. "IVR takes about one-third of our calls, which significantly minimizes staffing requirements and increases customer satisfaction because it is a more efficient call-taking process."
With in-vehicle cashiering capabilities, credit card fraud is reduced, while debit capabilities offer more options to customers. In addition, The Checker Group continues to look for ways to minimize costs and improve customer service.
To remain a taxi leader, Checker is always looking for ways to stay at the forefront of taxi innovation. They will soon include a Customer Call Out feature in their IntelliFleet suite, which allows drivers to simply press a button to send pre-recorded messages to customers on their taxis' status. These automated messages range from "Your taxi is waiting outside" to "Your taxi will arrive in 5 minutes," so customers know the exact location of their taxi, and drivers can remain in their cabs.
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IntelliFleet's ability to process calls efficiently is critical to the excellent customer service Checker is able to provide. 
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