Stockholm, Tuesday, November 14, 2017. The temperature gauge registers a few degrees below freezing when 300,000 commuters hear the announcement: “There will be no commuter train stops in Stockholm City or at Odenplan.” The Northern Link Tunnel has been closed due to a power failure. At the same time, bookings start flooding into Taxi Stockholm.

Today, we take it for granted that the taxi will show up within a few minutes; regardless of whether we have booked by phone, website, or app. The fact that it usually works out this way is thanks to dedicated staff and a complex network of systems that manage bookings, vehicles, staff, and support.

“We operate in a complex industry with sharp differences in highs and lows. Within a moment’s time, it can switch from a small volume of requested rides to 250 people in line. Therefore, we have to be quick and flexible in adjusting personnel and the number of vehicles needed. This would not be possible without digital transformation,” says Charlotte Dettner, Director of Switchboard and Transport Management at Taxi Stockholm.