TaxiCaller is a cloud-based dispatch platform used by taxi, private hire and passenger transport companies in more than 70 countries. It has been on the market since 2011 and gives a small or mid-size fleet the kind of tooling that used to belong only to the big operators: online booking, passenger and driver apps, automatic dispatch and reporting, all in a browser. This guide covers what the platform does, how a typical shift runs inside it, where operators still struggle, and how to keep the desk staffed when your own office is closed.
Need someone to run TaxiCaller for you? Grasp provides TaxiCaller dispatchers who log into your own TaxiCaller account and work the board overnight, on weekends, at peak times or 24/7. Calls are answered in your company name by trained people, not an AI voice system, and there are no contracts.
What TaxiCaller is
TaxiCaller connects three things: the dispatch console in the office, the driver app in each car, and the booking channels your customers use. Because it runs in the cloud, a dispatcher can work from any computer with a login, and the owner can check the fleet from a phone. It is used for taxi work, but also for school runs, non-emergency medical transport, shuttles and corporate accounts.
The main parts of the platform
- Dispatch console: a live map of the fleet, the job list, and manual or automatic assignment of jobs to drivers.
- Driver app: job details, navigation and messaging with the office, so drivers see the pickup, the notes and the fare on one screen.
- Passenger app and web booking: customers book and track their ride without calling.
- Booking tools for venues and accounts: a quick booking app for hotel lobbies, restaurants and stations, and a booking tool for corporate clients.
- Phone integration: caller ID and VoIP integration, so a regular caller’s details appear as the phone rings.
- Reports and job history: trip records, route replay and reports on the numbers that matter, from jobs per hour to cancellations.
How a dispatch shift runs in TaxiCaller
On a normal shift the dispatcher’s day is a loop. Phone bookings are entered with the address checked and the pickup time confirmed. Auto-dispatch offers each job to the best available driver, and the dispatcher watches the offers, stepping in when a driver sits on a job or a zone runs out of cars. Pre-booked work, such as early airport runs and account jobs, is checked well before the pickup window. Drivers call or message with address questions and problems, and the dispatcher keeps the job record accurate as cancellations, no-shows and changes come in.
The software does a lot of that loop for you. What it cannot do is decide what to do when something goes wrong, or pick up the phone.
Why taxi companies choose TaxiCaller
- It is quick to set up and runs in a browser, with no servers to maintain.
- Smaller fleets get passenger and driver apps without building their own.
- Automatic dispatch cuts the time between booking and assignment.
- One system covers street work, pre-booked jobs and account clients.
- Records and reports make it easier to see where the fleet loses time and jobs.
Where operators still struggle
Most of the problems we see in TaxiCaller fleets are about people, not software:
- Night and weekend coverage. When the office closes, calls roll to voicemail or the owner’s phone, and the regular customers quietly learn to call someone else.
- Auto-dispatch left unsupervised. Jobs sit unaccepted, a zone jams, and nobody notices until the customer calls back angry.
- Phone bookings entered badly. A missing apartment number or wrong pickup time costs more than the fare.
- Driver calls landing on the owner. Fare questions, app problems and address checks at 2 a.m. wear owners out.
Staffing the TaxiCaller desk
There are three common ways to cover the hours your office cannot: hire more in-house dispatchers, ask drivers or the owner to take calls, or use an outside dispatch team that works inside your TaxiCaller account. The first is reliable but expensive for a small fleet, and the second rarely lasts.
Grasp Solutions provides trained human TaxiCaller dispatchers who answer your phone line in your company name, enter and supervise jobs in your account, and handle driver calls around the clock. You keep your platform, your rules and your data; we work at the permission level you set. Many fleets start with overnight and weekend cover, where special rates apply, and there is no long-term contract.
A handover checklist for any new dispatcher
Whether you hire in-house or outsource, a new dispatcher needs the same pack before their first shift:
- Your zone map and any zone rules.
- Fare rules, flat rates and account pricing.
- Your account clients and how each one books.
- The driver list, with vehicle types and any restrictions.
- Escalation contacts for breakdowns, complaints and accidents.
- How you want cancellations, no-shows and lost property logged.
Frequently asked questions
Is TaxiCaller only for taxis?
No. It is also used for private hire, school transport, non-emergency medical transport, shuttles and corporate transport, as well as some limo and car service companies.
Can an outside dispatcher work in our TaxiCaller account?
Yes. TaxiCaller is cloud-based, so a dispatcher can log in from anywhere with the access level you give them. You can change or remove that access at any time.
Do we still need dispatchers if we use auto-dispatch?
Yes, for most fleets. Auto-dispatch assigns jobs, but someone still has to answer the phone, watch for stuck offers, handle driver problems and deal with the exceptions.
Related reading: what is a taxi dispatch system, do small fleet operators need dispatch centers and our taxi dispatch center services.
Related guides: the advantages of a taxi dispatch system.
