Luxury Coach & Transportation

August 2018

Magazine for the professional limousine, charter and tour industry.

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TECHNOLOGY & LEADERSHIP Summit attendees geeked out into hipster techies for three days as they dissected luxury transportation's No. 1 challenge. By Martin Romjue and Lexi Tucker, LCT editors M IAMI BEACH, Fla. — is year LCT added technology to its Summit title to reflect the biggest challenge that has confronted the industry in recent years. While technology was the focus at the April 29-May 1 event, it still revolved around leadership. Like the menu of speakers and experts, many of the attendees are looking for ways to improve and streamline their operations with technology. It's the one common element in their drive to enhance luxury service in a dis- rupted ground transportation sector. LCT took the opportunity to expand on some of the many conversations about tech-related topics and industry trends during the three-day event. Below is a sampling of operators on how they are leading on technology. 2 4 WWW.LCTMAG.COM LUXURY COACH & TRANSPORTATION AUGUST 2018 ROBERT ALEXANDER CEO and owner of RMA Worldwide Chauffeured Transportation Rockville, Md. RMA, one of the largest operations in the Washington, D.C. region, has been pushing as many efficiencies as possible into its operations, making it leaner while maintaining profits in a price sensitive market, Alexander says. It makes use of the Santa Cruz software program to track clients and mine helpful data while integrating its phone system. The company also offers an RMA app, good for anywhere and everywhere, he says. "You can just sign up for it, use it, and you're good to go." "The great takeaway from the Summit is to make sure you contact clients in a way that works best for them," he says. "It's not just when booking. We let them know we are thinking about them. And if there's anything we can do, we will do it." RMA runs chauffeured black vehicle and motorcoach fleets along with a taxi service, which involves a total of 200+ fleet vehicles. The company enjoyed 33% annual growth last year, compared to 2016, and sees about a third of its revenue now coming from motorcoach and minibus clients. MICHAEL LINDSEY CEO and owner of Lindsey Limousine Hartford, Conn. Lindsey is one of the most well-schooled operators in technology since he has developed the complementary businesses of RateButler.com and Driverschedule.com. Most recently, he's installed an advanced new phone system called Chronicall for Avaya IP Office from Xima Software. It offers complete integration. "When someone calls, their information pops up on the computer and what line, including a map of the state and a pinpoint of where they're calling from," Lindsey says. The system shows the internal phone tree so employees can accurately track call routes and times from start to finish. He's also invested more in training and uses a 70-in. flat screen TV in the reservation area to provide an intuitive, graphical interface with all types of dashboard information, including who is on what call and what line, and even calls missed. "This makes us all a lot more efficient for not having to hunt around for a call that gets transferred around. It's easier to find calls." Staff members can also work seamlessly from remote locations and from Lindsey Limousine's satellite building. Lindsey also make use of charging carts for staff and chauffeur iPads, which log updates and charging status. That helps the company reallocate iPads as needed. MATT ASSOLIN President & CEO of Nikko's Worldwide Chauffeured Services Houston, Texas Since recovering from Hurricane Harvey, Nikko's, with operations in Houston and Austin, has transitioned to the advanced Santa Cruz software system, revamped its website, and added mobile bookings. While Assolin is a strong advocate for technology, he sees it as more of a tool to complement old-fashioned hustling for business. "Most bookings are still coming from the same traditional sources," says Assolin, whose company has seen consistent double-digit year over year growth. "Everyone has a tablet, which makes everything run smoother and optimizes billing. Now we are able to track vehicles and drivers through the tablets. You have to have the big picture, not one cure all. You must have the whole package." The Santa Cruz system is built for a long lifespan, Assolin says. "We felt the move was right for us because we were getting so many people asking for mobile and more robust online options. Once it's all turned on, we'll All Heads Together On Working Smarter

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