CRC for transport authorities
Customer Resolution Centre
Enhance passenger satisfaction through a positive customer service experience
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Efficiently manage customer service
Managing and resolving customer issues can be challenging due to fragmented communication channels, limited visibility into operational issues, and ineffective tracking and reporting of customer inquiries. This can result in delays in response times, inconsistency in issue resolution, and missed opportunities for improvement, ultimately impacting customer satisfaction and operational efficiency.
Developed for the passenger transport sector, Customer Resolution Centre offers a streamlined solution for managing and addressing customer concerns efficiently. By consolidating inquiries from various sources into a single platform, it offers a holistic view of operations, enabling prompt and satisfactory resolutions. You can effortlessly track follow-ups, escalate issues seamlessly with the contracted operators, document activities and assess responses against Service Level Agreement standards. Moreover, the system captures valuable data, facilitating detailed network analysis and strategy formulation.
The system automatically consolidates customer feedback from multiple sources (email, website, social media, telephone) across the network into one central repository and enables direct communication with customers via their chosen method. This provides full visibility of all interactions with the customer and identifies any issues within the subsidised network quickly and easily.
Complete visibility within your network is crucial for your customer service team to effectively respond to customer inquiries. Integration with other systems allows internal and external information to be fed into the system, providing customer services with visibility into the reasons behind any issues that may have arisen. By incorporating information from various sources, your customer service team can efficiently address customer inquiries and resolve issues promptly. The integrations enhance the overall customer experience and ensure a seamless resolution process.
Customer services can efficiently log and investigate inquiries to gain deeper insights and address issues promptly within committed Service Level Agreements.
The Customer Resolution Centre streamlines the investigation process by enabling users to generate driver feedback forms and evidence requests for further examination of customer feedback. Additionally, users can automate workflows, attach documents to customer inquiries, and link customer records to enhance the investigation process and ensure timely resolution of customer issues.
The system enables a seamless escalation process with bus operators, allowing you to effortlessly escalate any issues and track follow-ups within the contracted network, and assess responses against the Service Level Agreements. Additionally, you can define unique workflows that align with your authority and working practices, ensuring efficient and effective communication with bus operators.
Integrating with our Insights solution allows for in-depth and advanced analytics to analyse and improve your subsidised network. By leveraging this solution, develop improvement plans based on data-driven insights. This enables you to utilise data effectively to enhance communication between customer service teams and customers, increase customer satisfaction, and ultimately grow patronage.
Leveraging data in this way can lead to more informed decision-making and strategic planning for network optimisation.
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READ ARTICLEEnd-to-end efficiency
Experience and expertise
30+ years
developing leading passenger
transport solutions
- Market leader in driving efficiency for
passenger transport operators of all sizes - Software innovation driven by an in-depth
understanding of the passenger transport industry - Strong track record of quality delivery and
high customer satisfaction
