Closing the gap between drivers and customers – Addison Lee

Addison Lee provides managed ground transport services, where keeping drivers, customers and reservations teams connected is essential to delivering a reliable customer experience.

Using ThinkAutomation’s workflow automation software and its integration with Twilio, Addison Lee has automated SMS communications, customer enquiries, message translation and driver reminders. This enables customers to receive timely updates, reduces manual administration and helps the business manage communications more efficiently.

Sector: Transportation

Requirement: A convenient way to power instant communication with customers

Solution: An automated SMS platform complete with translation and processing

The challenge

The travel industry often comes with delayed flights, missed connections, translation issues, and a whole host of problems that can cause frustration. In this kind of ‘last minute’ environment, it is essential that Addison Lee offer quality services that can adapt quickly and respond effectively.

Drivers need to be in constant communication with dispatchers and clients. Customers need updates on driver locations – without having to wait on hold or face delays. And importantly, Addison Lee needs to manage all these quick-fire communications seamlessly, cost-effectively, and consistently.

The solution

ThinkAutomation helps make customer communication frictionless. Through its Twilio integration, customers can send an SMS message asking where their driver is and get an accurate response within seconds. The automated process eliminates any potential delays. Through ThinkAutomation’s database automation capabilities, the workflow can retrieve the relevant driver information from connected systems and deliver it directly to the customer, without an employee needing to look up the details and respond manually. This is an example of how ThinkAutomation’s contact centre automation capabilities can handle incoming customer messages, retrieve relevant information and deliver timely responses without requiring manual intervention.

Plus, ThinkAutomation’s translation functionality removes language barriers. The system automatically translates any incoming message while identifying the specific area code of the customer. This translated message is then processed through a series of triggers, and automatically sent to the appropriate reservations team to handle the enquiry.

And it’s not just customers and admin teams who get support. With ThinkAutomation, drivers also get an automated alert reminding them of the time they need to collect their first client. Any potential communication gaps are covered, with all parties kept in the loop.