Technology for Better Customer Care
SuperShuttle has developed the highly advanced proprietary technology, processes and infrastructure needed to provide an excellent shared ride service for our customers from start to finish.
When a customer calls our dedicated reservation line at 1-800 BLUE VAN, the call is routed to one of our two state-of-the-art communication centers, known as “REZ Central.” These national call centers are the heart of our operation, providing 24/7 service 365 days a year. We receive an average of 11,000 incoming telephone calls each day, and we use an Automatic Call Distribution System and Voice Response Unit (VRU) to streamline the process and minimize booking time for the customer. Well-trained agents handle all calls, and we offer TDD service for the deaf, as well as bilingual reservation agents.
Customers can also book online at our secure website, www.supershuttle.com, or simply walk up to the counter or curbside agent at the airport when they arrive. And in many cities, customers can book a SuperShuttle van with their hotel concierge, or at one of our fully integrated, bright blue kiosks located in the airport.
Smart Routing & Dispatching
One key to our success is our custom-designed routing software, which dynamically groups passengers by area of town or major artery, whether they have a reservation or not. By planning our routes in the most efficient way possible, we maximize our productivity, and our customers get where they are going quickly, with less wait time and as few stops as possible.
Our dispatch centers are also highly efficient. They are completely integrated with our national reservation system and staffed by trained, experienced personnel—24 hours per day, 7 days per week. Our state-of-the-art digital system greatly reduces the need for voice communications and allows for a higher level of sophistication in vehicular tracking, safety, and consumer services. This system automatically dispatches the closest vehicle, eliminating favoritism and increasing fleet efficiency.
SuperShuttle’s dispatch centers also have real-time data access to the airports in each city, inbound and outbound dispatching capability, and state of the art communications technology. The offices use the latest Nextel direct connect phones for immediate voice connectivity, and GPS equipped, JAVA enabled date phones for instantaneous 2-way data communication. SDS dispatching communicates directly with the Nextel phones to provide voice, GPS coordinates, and encrypted 2-way data connectivity in a single device. The SDS program regulates transmission to and from the Nextel phones and dispatch. This network provides superior coverage and reliability to that of a private radio frequency system.
Airport ticket counter agents and drivers are all equipped with two-way radios to communicate with the dispatch office. Nextel radio frequencies provide full-unobstructed radio contact to the entire service area. Drivers can even issue an automatic phone call to a customer when they are nearing a pickup location with our “callout” function. Since each function is fundamental to the entire operation, communication between dispatch, the airport ticket counter, shuttle drivers and passengers is critical to our success.
Global Positioning System (GPS)
Each of our vehicles is equipped with GPS technology. This technology allows the dispatch office to monitor the exact location of every vehicle in real time. The dispatcher can also determine the direction and speed of the vehicle and status of its pickups, an extremely helpful ability in assisting operations with last minute reservations and emergency situations.