Transportaion

Luxury Limousine

Limousine company sees 50% drop in complaints after using TeleNav GPS Navigator™

Benefits of TeleNav

Improved customer service
Now clients enjoy uninterrupted, on-time service, and complaints to the company have decreased by more than 50 percent.
Increased operational efficiency
Drivers are punctual and solve problems independently, saving dispatchers’ time in giving directions.
Time savings
TeleNav GPS Navigator has helped Luxury Limo save an estimated 1,500 hours per month across the organization.
Happy, engaged employees
With cell phone GPS, tips are larger, turnover is reduced, and dispatchers can concentrate on revenue-generating activities.

Situation

Luxury Limousine & Transportation is a customer-centric organization that caters to businesses and private fares throughout the tri-state metro New York area, transporting clients 24 hours a day, seven days a week. Unfortunately, customer destinations are often not specific, addresses might change from the original request, and drop-offs are sometimes located outside of the home city. It was not uncommon for drivers to get lost, take longer to complete jobs, and arrive late for their next appointment.

To compound the problem, drivers would often contact a busy dispatcher to ask for help. While Luxury Limo was able to track their fleet via GPS, that didn’t save drivers from getting lost.

Challenge

The company required a solution that would improve the company’s efficiency by eliminating the need for dispatcher and driver to spend time discussing directions. They also needed a system that would focus on improving customer service and enhancing the entire limo experience for their clients, by providing them with an uninterrupted trip. In addition, any new system would have to be cost-effective and easy to implement into the existing structure.

Solution

Each of the 175 drivers at Luxury Limo was provided with mobile phones, fully equipped with TeleNav’s GPS navigation service. Drivers simply enter in the desired address, and TeleNav provides voice and onscreen turn-by-turn directions every step of the way. Drivers no longer have to deal with cumbersome maps or disturb their clients asking for directions. An added benefit is the savings: at just $10 a month, TeleNav is far less expensive than traditional car navigation systems.

Results

According to general manager Alan Schwartz, TeleNav has become indispensable for Luxury Limo. “With a customer-centric service like ours, we need it. It’s like having a radio in the car. We simply cannot do without it.”

In addition, TeleNav pays for itself each month an estimated 20 times over. With TeleNav, the company has seen a decline in customer complaints by over 50%, increased customer loyalty (leading to more repeat business) and a significant reduction in driver turnover. They have also enjoyed enhanced operational efficiencies—dispatchers can spend time on revenue-generating activities, such as being more responsive to customer calls—resulting in a total time savings of more than 1,500 hours per month for the organization.

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