Your comprehensive guide to
The iCabbi taxi dispatch system installation
f you’re in the taxi business, you know the threats you’re facing: ride-sharing apps like Uber have disrupted the industry and there are other challenges coming down the line such as driverless cars.
What not to do
At iCabbi, we believe that automation is the best way to protect what you have now as well as safeguarding and growing it into the future. And we know our system works: within a year of integrating our system into their businesses, 90 percent of our customers have grown their business and expanded their fleets.
4 definite don’ts to keep in mind.
But we also know switching to an automated system can be a daunting process. What’s involved? How long will it take? And will it even be worth it in the end if you do make an investment of time and money? That’s why we created this five-step guide. Designed to demystify the process and explain what’s involved in getting started with iCabbi, we’ll take you through our comprehensive setup process and explain exactly what’s involved. It won’t be easy – but it will be worth it. Let’s let Andy Janes, a Project Manager at iCabbi, explain our point of difference. “Our competitors have an out-of-the-box solution that’s designed for their own benefit, not for the end-user,” he says. But iCabbi is created for you. “Our way of doing things means you’ll have a list of tasks to do, but each one of those tasks helps you understand your business better,” Andy explains. If that sounds daunting, be reassured we’ve done this with hundreds of taxi companies and we have comprehensive help and training programmes to help you through each task. “By the time you go live, there’s very little you won’t know about the iCabbi product,” he confirms. Once you’ve discovered our solution and gotten in touch with us, one of our team will visit you. We’ll show you our full product suite and explain everything that’s involved. With dedicated help and support from start to finish, we’re there for you throughout. Read on to discover exactly what’s involved in a typical iCabbi system installation.
1 Don’t do the setup steps out of
2 Don’t make any changes to your new
system without talking to someone at iCabbi first. The process is the process. It works, and we will get there together.
3 Don’t turn on the front end to see how
it looks too early in the process. This can result in setbacks, so take it one step at a time.
4 Don’t try to go live too early. If there
are setup elements you haven’t completed, you won’t experience the full benefits. Avoid the above by taking the time to learn the iCabbi system properly. We promise you… it’s worth it.
“Our customers report savings of €1,500 per week as a direct result of implementing our system”
Getting started CHECKLIST Commit to the process! Assign a dedicated team member(s) to be your installation expert. Get your company information ready for input and set up (driver information, accounts and pricing). Do some DiSC IVR/phone specifics.
nce contracts are signed, we’ll assign you a dedicated project manager who’ll be holding your hand throughout. We’ve helped hundreds of taxi companies around the world, so we’re on top of every issue you might encounter and can advise you on the right steps to take to make sure you get the most out of your new iCabbi installation.
VIP Taxi, Arizona, US “iCabbi’s platform is fast, flexible and easy to use, allowing us to focus on solving real problems,” says Dave Gauer, CEO of VIP Taxi, based in Phoenix, Arizona. “iCabbi’s platform is fast, flexible and easy to use, allowing us to focus on solving real problems. Above all, customer satisfaction levels are up. 38 years in the business, two months on iCabbi, I wish I made the move sooner!”
In the first part of the process, here’s what you’ll need to do. 1
Commit to the process!
Understand that this process can take some time and effort on your part. “We don’t promise customers they’ll be up and going in no time,” Andy Janes, our Project Manager says. “This is a process that takes time.” Time to migrate depends on a variety of factors, from the size of your business to the system you’re switching over from. A smaller company can make the move faster than a much larger one – but everyone is different and our solution is designed with that in mind. 2
Assign a dedicated team member
Identify the person in your office who is good with computer systems – we call this person the ‘superuser’. No, they don’t need to be a programmer, but we do recommend that the iCabbi installation task is given to a dedicated staffer. This person will, with our help, set up your system.
“50 percent of the getting started process will be completed by the ‘superuser’ on day one,” says Martin Brownell, Project Manager at iCabbi. The benefit of this is you then hold the knowledge in-house and your set-up person can train other staff members too. 3 Get your company information ready for set up (driver information, accounts and pricing)
Typical set-up tasks include giving the back-end configuration priority to begin with. “Getting this right is important because it affects how efficiently the front-end dispatch system works. “We ask the specific questions about what makes your business tick. Do your drivers pay rent or commissions? Do you offer fixed fares or do you do price matching,” outlines Andy.
Other tasks involve: Uploading your company background details, including driver, car and account information. Your pricing. Your business basics. 4
Do some DiSC specifics
DiSC is our purpose built taxi IVR phone solution. It is fully integrated with our dispatch engine to provide a complete solution to manage your business. We recommend using DiSC and we’ll work with you from the very beginning of the process. Ideally, we’ll need your full information at the start, which we’ll get during an overview after day one. Following this we’ll do a Site Survey, which can happen either remotely or at your premises. One of the tasks we undertake is putting number ports in place - these are used to push data out. Plus, there are no additional costs for cards, ports and licencing should you need them to expand.
Inverclyde Taxis, Scotland Inverclyde Taxis in Scotland has revolutionised its business because of its partnership with iCabbi. Previously its automation levels were hovering at around the 10 percent mark. Now there are weeks when the company hits over 70 percent automation. Martyn Hambley of Inverclyde Taxis says that the results have been staggering. “We really have been amazed with the results,” he agrees. “We’re far more efficient now: more jobs, more profit – and far better than we were before we started using iCabbi.”
The all-important passenger app CHECKLIST Decide what you want your app to do. Decide how your app should look. Make sure it’s all okay and submit for approval.
our initial setup tasks are complete, so you can move onto configuring your passenger app. One of the main benefits of our system is that you’ve got access to updates and constantly evolving apps. In this task, you’ll discover what happens in the set-up of your passenger app, and the flexibility you have. 1
Decide what you want your app to do
Your app can confirm a customer’s booking, telling them the type of car, the name of the driver, and that the cab is three minutes away, for example. For today’s taxi customer, it’s simply what they’ve come to expect. We’ll configure your consumer app to your specifications, but there are some things that your ‘superuser’ will have to do to get the most out of the process. You will have to fill out some questionnaires. Set up basic Android and iTunes developer accounts. Set up some tags and zones. The more thorough you are at this stage, the easier it will be to get your app into the Apple iTunes and Google Android stores for easy download.
Decide how your app should look
It’s important your app matches your company branding, so you’ll be able to upload your taxi company’s graphics and logos to make sure it looks and feels the way you want it to. 3 Make sure it’s all okay and submit for approval
Once you’re happy with the functionality and appearance, the next step is to submit the app to Apple and Google for approval. This should be a formality, but it can still take up to two weeks to get the approval, especially from Apple.
Still, that gives you more time to get working on the next steps!
Did you know?
iCabbi allows you to adjust zones in realtime, at no extra cost, so you can re-route drivers to where it’s busiest.
Central Cars, Leeds, England Relationships are everything, especially when you’re making the transition to automation. For Craig Heravi, owner of Central Cars, based in the Leeds suburb of Morley, “the solid working relationship with the iCabbi team is unlocking new opportunities for my business.” Because our product is not out-of-the-box and we support you every step of the way during setup and beyond, we nurture that relationship. “Having iCabbi as our dispatch system isn’t just business, it’s a partnership,” Craig confirms. Since joining iCabbi, he has more than doubled the size of Central Cars.
Set your targets and set up your staff CHECKLIST Decide your automation targets. Begin to learn system shortcuts and useful commands. Ensure staff complete exercises and training. Start DiSC build
“iCabbi and DiSC technology is fantastic. With IVR, ‘Text to Trip’, and the app, in just three weeks we are already up to 32% automation. Taxis can now look at diversifying and winning more business. This is a game changer.” Phil Strong, CEO, Agio Investments Ltd, Edmonton, Alberta
our backend setup and consumer app are complete, and now it’s time to move to the phase of the setup where you get your team onto the system, train them in and work out what your targets will be. Here are your steps. Your backend setup and consumer app are complete, and now it’s time to move to the phase of the setup where you get your team onto the system, train them in and work out what your targets will be. Here are your steps. 1
Decide your automation targets
“Automation is a process to make your business more efficient,” Andy Janes states. “We set you up with driver apps, passenger apps and automated call answering. Through the process of you learning how to use those, you can maximise your return from them.” Right now, your automation may be low – but it will increase. Within a week, you should have 30 percent automation. “Within 24 hours, we’ve had users hitting 14 or 16 percent automation, and then they start realising how iCabbi is going to benefit them,” Andy reveals. In addition, 90 percent of iCabbi’s customers have expanded their business within one year of implementing automation. “You can get a lot out of the solution,”
confirms Andy. “You’ll be able to do more with the resources you have. You’ll have extra time, and you can be productive with that.”
the iCabbi system, they will be getting through each call faster than before too.
Begin to learn system shortcuts and useful commands
DiSC, our bespoke IVR phone system, is fully integrated with our dispatch engine to provide a complete solution to manage your business. We will work with you from the beginning of the process up until go live and beyond. As this is a cloud based solution, all you need is a sufficient internet connection to power your devices, whether these are handsets or our RTC softphones.
The system is intuitive and has built-in shortcuts for the commands that your call-takers will be using most often. Our team will teach you how to get the most out of these shortcuts to maximise their time. For example, your call-takers can hit F2 to enter an address from a customer, or hit F5 to enter the time of the booking.
Ensure staff complete exercises and training 3
We offer a full suite of training which takes the form of an on-site visit from one of our team as well as an online training component. Once your staff profiles are set up in your back-end, each member of your staff has access to all the training videos and manuals that they’ll need to be able to work the iCabbi system. Our process includes training exercises for your operators to practice before you go live. No two calls coming into a taxi company are the same, so these exercises include cash bookings with driver instructions such as, ‘don’t ring the doorbell’, cash pre-pays and account booking options. By the time these exercises have been completed, your operators will know most of the day-to-day calls coming through to your call centre. Because of the efficiency of
Start DiSC build
Training sessions will be conducted by our Implementation Team to assist you in building the system to suit your business via our self-managing interface. There is no limit to the number of agents or phone numbers you can set up on the system – allowing you the flexibility to expand.
“Enjoy 30% automation within weeks, making your business more efficient.” icabbi.com
Get driver buy-in and set up the driver app CHECKLIST Get your drivers on board Ensure driver handsets are ready to go Train drivers in how to use their driver app
nce the call-takers are trained up and ready to go, the next step is getting buy-in from your drivers and ensuring that you’re ready with everything they’ll need to get started. Below, we break down what you’ll need to do. 1
“iCabbi’s platform is fast, flexible and easy to use, allowing us to focus on solving real problems. Above all, customer satisfaction levels are up. 38 years in the business, two years on iCabbi, I wish I’d made the move sooner!” Dave Gauer, CEO VIP Taxi, Phoenix, Arizona
Get your drivers on board
Your drivers may be the toughest test of your new system, so getting them excited about the iCabbi solution and its benefits is really important. There are many benefits to them, one of the biggest being job allocations. Automated systems give jobs to the best-located drivers, so everyone has a fair job split. Another benefit to drivers is the ability to speak directly to the customer, which can save time. A soft meter is also attractive, because traditional meter systems are quite costly to have fitted. 2
Ensure driver handsets are ready to go.
To ensure that your drivers’ devices are up to scratch, we recommend phones with a five-inch screen, running Android version 4.3 or above, with 1Gb of RAM and a charging socket at the bottom of the phone. Talk to us if you need to, as we have relationships with a number of phone suppliers, and specifications can change as new technology emerges. 3
Train drivers in how to use their driver app
Once devices are deemed compatible, we get the drivers to download their driver app and take a two-hour training session. We’ll send you a demo video which you can take at any time, and drivers will use the app to take, reject or amend test bookings. You can also have a Q&A session with our Implementation Team for anything else you need.
Intercity Private Hire, Stoke-On-Trent and Staffordshire, England “The driver app was a major influence in our decision-making,” Malcolm Beardmore, Managing Director of Intercity Private Hire explains. “Having features like the fare calculator, driver-to-customer calling, and ‘my jobs’ was very important.” The ability to compete into the future was a winner too. “The promise of regular updates definitely played a part in our decision,” says Malcolm. “Standing still in this industry isn’t an option. iCabbi’s steady stream of updates and new features will keep us at the forefront for many years to come.”
Do some trial runs CHECKLIST Go through mock scenarios. Put a pilot scheme in place.
ompleting tasks 1-4 should mean you’re confident and happy about your new automated system. But you’re not quite ready for go-live yet: you still need to fully trial and test everything. This is essential for both your staff and your customers so that the transition is as seamless as possible. 1
Go through mock scenarios
We have mock scenarios we’ll get you to run through. These are designed to help everyone in your taxi company to get the hang of the new system before you go live. Scenarios include taking a booking on account from a customer who wants a pick-up at the airport where the driver must ring their passenger, or taking a cash job with multiple pick-ups and drop-offs. 2
Put a pilot scheme in place
After your mock trials have been completed, we recommend a pilot scheme. This could be a situation where you assign one driver or call-taker to go live for an hour on the system, just to try it out. This gives you the opportunity to spot any items that need further explanation or refinement. After that, once everyone in your team is happy, you pick your go-live date and stick to it.
OUR IN-HOUSE SUPPORT SYSTEM Our dedicated technical support team is there to support you at every step of your installation journey. We’re here Monday to Friday from 8am-10pm GMT and 3am-5pm EST, as well as available on Live Chat for an immediate response from 9.30am-5.30pm. Plus, there’s out of hours support for emergency issues, an online community and our iCabbi knowledge base.
Join the iCabbi revolution Think this sounds like the solution for you? Getting started with us is easy. Once you fill in our contact form, we’ll arrange to visit you. One of our team will come to your business and show you our full product suite and let you know what you can expect. When you decide to team up with us, we’ll then move to the contracts and legal stage. Next, we hand you over to our Implementations Team, who will guide you through the whole setup process. With video tutorials to help you every step of the way, you’ll also have a dedicated project manager to help anytime you need it, as well as comprehensive support options (see P.12). We can also arrange for you to visit one of our current iCabbi customers so that you can see exactly how our product has benefitted their business. Our customers are our best salespeople and they can tell you just how a move to automation works.
Book a demo today
If you want your taxi company to experience the same growth levels as our existing iCabbi customers, then book a demo now to discover what we can do for your business. BOOK NOW
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