“Establish a unique brand with a new car service dispatch system”
By An-Shin founder You Yujie
An-Shin offers safe mobility to the senior community
Following the mission of “safe and comfortable transportation” An-Shin International Hired Car Service is developing a comprehensive car service that goes beyond just pick up and drop off. Their goal is to achieve the highest level of customer satisfaction by providing a service that adheres to strict standards on driver qualifications, vehicle safety, and dispatch staff coordination skills.
As the population of Taiwan ages, demand for senior services is reaching record levels. An-Shin decided to join the government program of “senior care car service” by using purpose-built cars to facilitate medical visits for seniors and convalescing patients. These clients require easy wheelchair access as well as extra space for family members or caretakers to ride along.
Embracing the EVOX mobile office communications framework
“EVOX was a major factor in our ability to meet the government business quota in 3 months.”
An-Shin’s founder: “To qualify for the government program, the administrative agency wanted proof that an operator can handle the business. So we looked for a good dispatch system that would provide mobility and efficient communication between our dispatch staff and the drivers. After comparing different PBX systems, we came to realize the potential additional value of a cloud PBX system and chose EVOX. The service activation was fast, and within three months we hit the business target set by the government agency and got qualified by the examiner.”
“Competitors in this field are still using regular mobile phones to contact drivers. Their drivers are still using their personal mobile phones to contact the clients. After An-Shin adopted the EVOX Mobile app, we appear more professional to our clients.”
An-Shin integrated EVOX into its car service operation at every level: taking orders from clients; contacting drivers to arrange rides, and drivers contacting clients using the Mobile app. When a driver calls the client, the company caller ID shows up so the client knows it is a driver from An-Shin. When An-Shin expanded its service to the New Hsinchu and New Taipei districts, they only had to add new direct dial (DID) numbers for those districts. They didn’t need to add a new office or hire operators in the new districts. Their local drivers are on standby at home and wait for their ride orders. Clients in these new locations can enjoy their service as if they are using a local operator. The Mobile app has added benefits for the drivers: they don’t have to give out their personal mobile numbers to clients and calling fees are charged to the business.
With the help of EVOX, An-Shin should be able to quickly expand its business by replicating the same operating model in additional locations.
Making it easier for seniors to order car service with a cloud-based customer contact system
Most of An-Shin’s clients are seniors. They frequently need help answering or making phone calls due to hearing defects, and their caregivers are quite often foreign workers who have difficulty communicating in Chinese. An-Shin realized that a dispatch service system that could retain and provide client information would facilitate the car service ordering process. The dispatch staff would already have client information such as the usual pick up or drop off location (e.g., hospital or clinic address) when a client requested a car.
Fortuitously, EVOX is rolling out a customer contact system, EConnect, that includes an automatic call distribution system for answering and directing calls to a dispatch agent. Planned upgrades to EConnect include an Agent PC app that will provide each service agent with customer profile information, as well as outdial capabilities to contact drivers. With this new system, dispatch agents will have instant access to client information to help An-Shin dispatch their vital services even faster.
