"Our customer is at the heart of our business."

In an environment where response, intervention and availability times are critical, it is important to be able to count on first-rate service providers who can guarantee a high level of availability without making any concessions in terms of time. Over the years, COLUXTAXIS, a Luxembourg-based family business, has always stood out due to its innovative entrepreneurship. This has given it the distinction of being recognised as one of the first companies to optimise its communication processes on a continuous basis, with the sole aim of better serving its customers' needs.

How and why does a taxi firm invest in communications? The ethos of this friendly, modern and dynamic company will win you over after a look behind the scenes.

How do you justify such a statement? When a customer telephones the call centre he does not have to wait for more than 8 seconds before his call is answered by one of the operators. Thanks to GPS, the operator can locate within a few seconds the taxis available in the area from which the call originates. In under a minute, the taxi is already on its way to the customer. On average, Colux taxis are never more than 1.2km away from the customer. The call management system allows permanent contact to be maintained with the various taxis in service or on standby. This communication system depends on the efficient GPRS infrastructure of P&T. Thanks to this mobile communication system, the management of taxis is automated.

"The implementation of this work flow in the call-management system has become indispensable. The customer depends on us, and we rely on a mobile infrastructure (GPRS) from the P&T to gain time. Our punctuality is renowned. To this end, we have invested heavily in efficient, highly available communication technologies,” declares Mr Gallé, the managing director of Colux Taxis. “We are constantly optimising our processes. Our communications management system, which is responsible for receiving a great deal of information in an efficient database, is structured. It allows us to connect to the call management system at any time and assess our operational environment. A simple click or a quick glance at our planning board is enough to get an immediate overview of the incoming calls, enabling us to act accordingly. Out of the 1,200 calls we receive on average per day, only 8 to 10 are lost, which means we can guarantee 99% availability. Investment in new communication technology considerably improved our performance and the quality of our services, whilst allowing our employees to work in a pleasant environment."

To fulfil its ambitious aims, Colux Taxis has chosen P&T as the provider of its Managed PBX Services.

In responding to the question of whether the creation of a new communication system with such a complex and large telecommunications company represented a risk, Mr Gallé replied:

"We are very happy to have chosen P&T's 'Managed PBX Services' and we would recommend them. Our customers are very demanding, we provide a service day and night, 24/7. But we are just as demanding with regard to the expectations we place on the P&T. In view of the special service they provide to SMEs of a similar size to ours, they successfully maintain a high level of integrity and flexibility when faced with our demands. I know that we can count on this partner day and night. They offer an impressive level of expertise in the field of new communications technology."

Therefore, we can conclude that: P&T and its customer Colux Taxis share the same business culture, meaning the customer is king.