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ESS for Metro Service Customer Service

Challenge

Metro Service Customer Service faced the following challenges with the previous system:

  • Too many manual processes
  • Slow case processing due to queries in multiple subsystems
  • Poor statistics options
  • Security issues
  • No possibility of recovery via SKAT


Solution

Starting from ESS Metro Service Customer Service has digitized all processes related to customer inquiries, with a focus on streamlining case processing.

The solution includes in addition to ESS, the associated modules ESS Web for web forms, and ESS Portal for communication with, among others, stewards. In addition, their ESS solution fully integrated into a number of subsystems:

  • Payment module (credit card and MobilePay)
  • Automatic reminder giro card generation and printing
  • CPR register
  • Online payment website
  • Bank (deposits and withdrawals)
  • Stewards' PDAs

What will you get out of this?

Metro Service Customer Service has ESS achieved:

  • Improved efficiency in case processing: 10 – 15% more cases processed with the same staffing
  • Better quality in case processing because errors are avoided
  • Improved flow and efficiency in case processing regarding payments and reminders
  • Greater efficiency in collections from foreign passengers due to new payment page

You can download the customer case as a PDF. here..

Metro Service A/S is responsible for the metro's customer service, operation and maintenance, and from July 2019 also for the operation and maintenance of Copenhagen's new metro line, Cityringen.

Metro Service's largest group of employees are the stewards, who provide customer service, supervise and check tickets, on average 13.000 daily departures and more than 190.000 daily passengers.

Read more about Metro Service here..

Back

“Lector and ESS have given us a practical, manageable solution for collecting our receivables via SKAT.”

Karen Rønberg
Customer Service Director
Metro Service

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