Products / Projects

Customer Service Center (The Center)

Customer Service Excellence through Technology

Growing roadway congestion is the single biggest concern facing American communities in the 21st century. Roadway congestion is having a drastic impact on the quality of life in our local communities. Transportation planners and decision makers are seeking alternative options and services. Traditional solutions have included adding more roadway capacity, providing alternative public transportation options, and travel demand management and transportation systems management strategies. While some of these strategies have worked, there is a growing need to more efficiently utilize multimodal forms of transportation through low-cost technology-based options. Technology Solution Providers (TSP) recognized the concern and understood the need. In response, TSP designed a multifaceted technology-based solution to address the needs of the customer, the transit agencies and the communities.

A Customer Service Center (The Center). The Center’s primary purpose is to assist transit agencies by providing timely information to customers using alternative transportation options. The Center is operational 24 hours a day, 365 days a year, and is equipped with online transit schedules, electronic maps, an online customer complaint system, and a trip planner. The Center is staffed by courteous CSRs and transit professionals who are available by phone, or via the Internet, to help the customer make more informed decisions about alternative transportation options. Customers receive timely information including routes, connections and alternatives. The Center’s Customer Service Representatives (CSRs) become the voice of the transit agency and provide Customer Service Support so agency management can go about the business of providing transit services.

TSP believes that The Center is one of the first technology-driven centers in the United States exclusively focused on alternative transportation options. TSP’s knowledge of transit issues and technology experience drove the initiative to develop custom applications and related software. At the end of the day, it’s all about the customer. The customer is more inclined to use transit if they believe that it adds value to their trip. The Center’s ability to provide timely information to the customer will attract more transit riders and reduce the dependence on automobile travel.

Features

• The most up-to-date information on the operational status of multimodal transportation systems
• CSRs exclusively trained with a customer-first attitude
• Trip planning software to offer customers alternatives for travel
• Online schedules, maps and forms available to customers

Benefits

to the Customer

• Consistent, prompt and up-to-date responses on travel information and trip and route planning online, from a CSR or through an Interactive Voice Response (IVR) phone system
• Customer complaints are automatically tracked and monitored
• Automatic notification of late transit arrivals (if permitted by the agency)

to the Agency

• On demand customer data (graphs and charts) available to managers
• Identification of customer issues online utilizing interactive maps
• Online monitoring of customer service calls
• Desktop dashboard that identifies service characteristics and performance measures
• An online Transit Decision Support System (TDSS) is available for transit managers to monitor customer service issues