Case Study: 13cabs automates over 90% of calls with Flip

13cabs + Flip Automating The Road To Success

13cabs, the largest Australian-owned taxi fleet, faced a significant challenge in handling customer calls. Their service level agreement aimed for 70% of calls to be answered in under 30 seconds, but they were only achieving around 30%, leading to a high abandoned call rate. They partnered with the automation vendor Flip to address this operational inefficiency.

By implementing Flip's solution, 13cabs instantly automated over 90% of its daily calls, exceeding its own automation expectations and successfully meeting its 100% SLA target. The Flip platform was deployed quickly and fostered a collaborative partnership, allowing for rapid innovation and problem-solving. This resulted in improved operational metrics, allowed for a readjustment of staffing, and established a significantly better customer experience.

13cabs

Olivia Barry

Chief Operating Officer