Away We Go is a transportation company focused on providing safe, dependable, private transportation for families vacationing in the Orlando area. The company provides trips to and from the airports, Port Canaveral, theme parks, and resorts, and provides strollers and other amenities for families with children. The company services over 100 trips per day, which involves processing reservations, sending out invoices, assigning drivers, and sending text messages.
Until this engagement, AWG had been operating a mostly manual process - reservations were captured on an online form, which were routed to a Google Doc, and a team of administrators were tasked with processing the requests, assigning equipment in a spreadsheet, assigning drivers in a calendar tool, and manually sending text message notifications via another tool. This became quickly untenable - a part-time employee was tasked with simply sending out the text messages. Our goal was to eliminate all of the repetitive manual work, streamline the reservation system, and automate the text notifications.
As with many custom workflows, the best solution was to build it out using Airtable. We created a database to house the reservation system, and then used Make to integrate it with better tools that would enable automation and a much improved user experience:
This new system not only greatly reduced the workload of the team, but it eliminated the need for a single individual to handle repetitive, menial tasks, which allowed for a greater focus on high-value operations and customer service.
