Booking SystemsMatt Bauerochse

TOPICS

• Booking Systems Overview / History

• Usage

• Demonstrations

• Future Directions

Booking Systems

Booking Systems - History

SMS

• Allows Bookings to be sent via SMS

• Requires

• GSM Unit attached to PC

• Windows XP

• Operator intervention

• Superseded by Booking Posters

Web Bookings

• 2000 Bookings / month

• Favourites

• Auto-Complete

• Status Updates

• ASAP & Pre-Bookings

• Configurable

Web Bookings

Demo

Booking Posters

• Premium SMS

• Book from fixed locations

• RSLs, Hotels, Pubs

• SMS Unit Replacement

• Can use QR Codes

• Posters ordered from Fleet Management

Booking Posters

Demo

Coin operated bookings

• Book from fixed locations

• Shopping Centres

• RSLs, Hotels, Pubs

• Provides a ticket

• Fleets responsible for maintenance

• Monitoring

• Pre-Production stage

• Ready 2013 Q3/4

SmartVOIX - IVR

• Uses previously used addresses

• Reduces load on the call centre

• Customer can still speak to an operator

• Passenger limits can be set

• Passengers can be blacklisted

Mobile Bookings - Déjà vu

• Launched early 2007 B.I.

• Mobile Data Costly

• Failed to take off!

SmartHail

• Vehicle Tracking

• Driver Messaging

• Status Updates

• Location based bookings

• Cancel Booking

• Supports Blacklisting

SmartHail - Usage

• Over 3,500 Completed Bookings

• 500 Completed Bookings

• Reduced “No Show” rate

SmartHail - Usage

6 Jan13 Ja

n20 Ja

n27 Ja

n3 Fe

b

10 Feb

17 Feb

24 Feb3 M

ar

10 Mar

17 Mar

24 Mar

31 Mar

7 Apr

14 Apr

21 Apr

28 Apr0

102030405060708090

Bendigo App Bookings per week

CancelledCompletedNoShow

Week Ending

SmartHail - Feedback

"Good product and service”

"Can book a taxi within seconds”

SmartHail – Feedback Negative

“Please cancel my booking”

”Driver picked up someone else!”

SmartHail – New Features

New Features based on Feedback

• Destinations

• Address Favourites

• Improved Reasons

• Status Updates

• Driver Messaging

SmartHail

Demo

SmartHail – Serviceable Areas

• Defined using the Zone Editor

• Serviceable

• Outer Areas

SmartHail – Marketing

• Radio and Newspaper

• Website and Social Media

• Email Banner

• Business card

• Rebranding Option

• Phone announcement

SmartHail – Marketing (Phone Announcement)

Fleet 1

Fleet 2

Fleet 3

Fleet 4

Fleet 5

Fleet 6

Fleet 7

Fleet 8

Fleet 9

Fleet 10

Fleet 11

Fleet 12

Fleet 13

Fleet 14

Fleet 15

Fleet 16

Fleet 17

Fleet 18

0.00%

0.20%

0.40%

0.60%

0.80%

1.00%

1.20%

1.40%

Phone Announcement vs No AnnouncementApril 2013

AnnouncementNo Announcement

Num

ber o

f Sm

artH

ail B

ooki

ngs %

SmartHail – Future Plans

• Android

• Ready by Q3 2013

• Targeting version 2.1

• Payments

• Cheaper service fee

• Fleet kickbacks

• Treated like an Account

Questions?