Case Study: Silver Top Taxi Service achieves centralised, efficient complaints management with Resolve Software Group (Resolve Express)

Silver Top Taxi Service - Customer Case Study

Silver Top Taxi Service is one of Melbourne’s largest taxi networks, operating for more than 78 years and offering services from street hails to a smartphone booking app and premium Silver Service. With over 7,000 drivers and constant customer touchpoints, the Quality Control team was managing complaints and enquiries with manual, spreadsheet-based processes and faced growing regulatory pressure to improve visibility, responsiveness and reporting.

Silver Top engaged Resolve Software Group, which implemented Resolve Express with OpenForms for online complaint capture, modified workflows, driver-database integration and customised fields, reports and correspondence. The solution centralised complaints, enabled instant acknowledgements via the website, standardised responses and reporting, streamlined case management into a paperless process, and improved efficiency and traceability while providing training and ongoing support.

Silver Top Taxi Service