Addison Lee: Driving Customer Satisfaction with MuleSoft
Customer Company Size
Large Corporate
Region
- Europe
Country
- United Kingdom
Product
- MuleSoft's Anypoint Platform
Tech Stack
- APIs
- Mobile App Development
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Transportation
Applicable Functions
- Logistics & Transportation
Use Cases
- Fleet Management
- Real-Time Location System (RTLS)
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Addison Lee is Europe’s largest premium car service, operating in more than 350 cities and transporting 10 million passengers every year. The company is headquartered in London, UK and operates in the transportation industry. Addison Lee was the first car service to utilize a mobile app and SMS messaging, which it released in 2009. It also pioneered fleet allocation software to match drivers with customers, which is now sold to and used by fleets around the globe. Today, the company has a strong digital focus on engaging with its customers and is one of the first in the UK to launch Apple Pay and an app for the Apple watch. Over 50% of its bookings are made via mobile, driven by customer demand.
The Challenge
Addison Lee, Europe’s largest premium car service, was facing the challenge of keeping up with changing customer behavior and the competitive pressure from new technology-focused entrants in the marketplace. The company needed to launch new mobile apps and features for enhanced customer experience and expand its partner ecosystem to increase user adoption. However, it was hindered by a brittle point-to-point architecture that took months to extend and change. The company needed to move away from bespoke code and towards a more efficient and flexible system that could deliver bookings application on a mobile device or web page.
The Solution
Addison Lee decided to leverage MuleSoft's Anypoint Platform to securely unlock their data and infrastructure with their first public API. This was specifically designed to support the development of booking apps and websites by third-party affiliates and partners to incorporate the Addison Lee service. The company was able to reduce backend system integration time from weeks to days. MuleSoft enabled Addison Lee to dramatically reduce the time it takes to integrate backend systems, plugins, and other services. The company is now able to offer new products and services very quickly. MuleSoft will be the backbone for global integrations, for a new Service Oriented Architecture and customer innovation at Addison Lee.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
Airport SCADA Systems Improve Service Levels
Modern airports are one of the busiest environments on Earth and rely on process automation equipment to ensure service operators achieve their KPIs. Increasingly airport SCADA systems are being used to control all aspects of the operation and associated facilities. This is because unplanned system downtime can cost dearly, both in terms of reduced revenues and the associated loss of customer satisfaction due to inevitable travel inconvenience and disruption.
Case Study
IoT-based Fleet Intelligence Innovation
Speed to market is precious for DRVR, a rapidly growing start-up company. With a business model dependent on reliable mobile data, managers were spending their lives trying to negotiate data roaming deals with mobile network operators in different countries. And, even then, service quality was a constant concern.
Case Study
Digitize Railway with Deutsche Bahn
To reduce maintenance costs and delay-causing failures for Deutsche Bahn. They need manual measurements by a position measurement system based on custom-made MEMS sensor clusters, which allow autonomous and continuous monitoring with wireless data transmission and long battery. They were looking for data pre-processing solution in the sensor and machine learning algorithms in the cloud so as to detect critical wear.
Case Study
Cold Chain Transportation and Refrigerated Fleet Management System
1) Create a digital connected transportation solution to retrofit cold chain trailers with real-time tracking and controls. 2) Prevent multi-million dollar losses due to theft or spoilage. 3) Deliver a digital chain-of-custody solution for door to door load monitoring and security. 4) Provide a trusted multi-fleet solution in a single application with granular data and access controls.
Case Study
Vehicle Fleet Analytics
Organizations frequently implement a maintenance strategy for their fleets of vehicles using a combination of time and usage based maintenance schedules. While effective as a whole, time and usage based schedules do not take into account driving patterns, environmental factors, and sensors currently deployed within the vehicle measuring crank voltage, ignition voltage, and acceleration, all of which have a significant influence on the overall health of the vehicle.In a typical fleet, a large percentage of road calls are related to electrical failure, with battery failure being a common cause. Battery failures result in unmet service agreement levels and costly re-adjustment of scheduled to provide replacement vehicles. To reduce the impact of unplanned maintenance, the transportation logistics company was interested in a trial of C3 Vehicle Fleet Analytics.
Case Study
3M Gains Real-Time Insight with Cloud Solution
The company has a long track record of innovative technology solutions. For example, 3M helps its customers optimize parking operations by automating fee collection and other processes. To improve support for this rapidly expanding segment, 3M needed to automate its own data collection and reporting. The company had recently purchased the assets of parking, tolling, and automatic license plate reader businesses, and required better insight into these acquisitions. Chad Reed, Global Business Manager for 3M Parking Systems, says, “With thousands of installations across the world, we couldn’t keep track of our software and hardware deployments, which made it difficult to understand our market penetration.” 3M wanted a tracking application that sales staff could use to get real-time information about the type and location of 3M products in parking lots and garages. So that it could be used on-site with potential customers, the solution would have to provide access to data anytime, anywhere, and from an array of mobile devices. Jason Fox, Mobile Application Architect at 3M, upped the ante by volunteering to deliver the new app in one weekend. For Fox and his team, these requirements meant turning to the cloud instead of an on-premises datacenter. “My first thought was to go directly to the cloud because we needed to provide access not only to our salespeople, but to resellers who didn’t have access to our internal network,” says Fox. “The cloud just seemed like a logical choice.”
