A Manchester private-hire fleet got its drivers off the phones.
Drivers were taking their own bookings at 2am and complaints were climbing. A dedicated overnight desk handled the calls and driver complaints fell by roughly 80%.
The challenge
With Manchester’s late-night economy, bookings kept coming long after the office closed. Drivers were answering their own phones at 2am to avoid losing fares, which meant distracted driving, inconsistent service, and a steady stream of customer complaints the owner had to manage the next morning.
What we did
- Learned the fleet’s booking flow and brand voice, and connected to their dispatch platform.
- Took over all overnight and weekend call answering and dispatch, so drivers no longer touched the phones on shift.
- Standardised the overnight booking experience to match the daytime desk.
The result
Drivers stopped fielding bookings mid-shift, and the overnight experience became consistent with the day desk. Customer complaints tied to missed or mishandled night calls fell by around 80%, and the owner reclaimed their mornings.
Our drivers stopped fielding their own bookings at 2am. The desk just handles it now.
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