Addison Lee: Driving Customer Satisfaction with MuleSoft
Company Size
1,000+
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
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