DINSTAR Singapore - TechBytes

Introduction

The client is a Singapore-based Limosine Company that provides first-class service to VIP customers of several banks' private banking departments. The company faced a challenge where limosine services were often requested outside office hours, and sometimes drivers or customers overlooked the booked appointments, causing issues between the drivers and customers. To resolve this problem, we designed an SMS Limosine Schedule system with SMS and Voice Reminders.

System Design

The system was designed to address the problem with a combination of hardware and software solutions. The following diagram illustrates the relationship between the VoIP Gateway, the Windows Server for the application, and the Users:

Product used for this case study:

DINSTAR UC2000-VE GSM/WCDMA/LTE VoIP Gateway

The system works as follows:

1. Admin Staff create an appointment for the VIP customer and the driver, scheduling accurate to the minute level.

2. 24 hours before the appointment, the driver receives an SMS reminder for the pickup. If the driver is unable to come, they can click a link in the SMS to indicate that, and the admin staff will re-assign to another driver.

3. 2 hours before the pickup, the VIP customer receives a reminder SMS for the pickup. If the VIP customer decides to cancel the pickup, they can do so by clicking a link in the SMS. The cancel action will also trigger an SMS to the driver.

4. 2 hours before the pickup, the driver receives the last reminder SMS, and they can acknowledge by clicking on the link in the SMS. If not acknowledged, the system will trigger a voice call to remind them.

5. The system will summarize all the reminders and actions by all parties and produce reports for the limosine company to improve their service. A monthly report is sent to the related private bank department for all the services done.

The following diagram illustrates the workflow of the system:

Implementation Steps

1. Hardware Setup: The first step is to set up the GSM VoIP Gateway. This device is responsible for sending and receiving SMS messages. It needs to be configured with the correct SMS service provider and connected to the Windows Server.

2. Software Installation: The next step is to install the application on the Windows Server. This application is responsible for processing the SMS messages and managing the reminders.

3. User Training: The admin staff and drivers need to be trained on how to use the system. This includes how to create appointments, how to acknowledge reminders, and how to indicate if they are unable to attend an appointment.

4. Testing: Before the system is fully operational, it needs to be thoroughly tested. This includes testing the SMS reminders, the voice call reminders, and the report generation.

5. Deployment: Once testing is complete, the system can be deployed. It will then start sending reminders for appointments and generating reports.

6. Maintenance: The system needs to be regularly maintained to ensure it continues to operate effectively. This includes checking the hardware, updating the software, and reviewing the reports.

Conclusion

The SMS Reminder System has significantly improved the service of the Limosine Company. It has reduced the number of missed appointments and improved communication between the drivers, customers, and admin staff.