IT support for customer inquiries and travel time guarantee

Challenge

The transport company Movia handles more than 16.000 customer inquiries annually. The large volume of inquiries places great demands on correct and efficient handling.

The bus routes Movia operates are handled by various operators who have won the operation in tenders. The operators are a significant part of the overall delivery to users, and Movia's requirements for IT support of the process thus include an effective opportunity to involve the operators regarding inquiries that require their input.

In order to provide users with the best possible service, integration with the Pubtrans traffic system is also a requirement from Movia. Pubtrans contains information about when a given bus line was at a specific stop, and this information can then be compared by the caseworker with the timetable to reconcile delays, etc.

Finally, the processing of travel time guarantee cases is an integrated part of Movia's workflow around customer inquiries, and from May 2018, compliance with the Personal Data Regulation has become a requirement for IT support, which is required at Movia.

Solution

The transport company Movia has chosen the standard system ESS to handle all inquiries from Movia's customers. ESS is delivered with ESS Web for customer inquiries and ESS Portal to handle the dialogue
with bus operators.

Data from Pubtrans and the processing of travel time guarantee cases are integrated into ESSFurthermore, the entire flow around travel time guarantee is built into the solution, right from the customer's first inquiry about a possible refund to being transferred to the customer's Nem-Konto.

ESS also has a comprehensive and flexible statistics system, which makes it quick to measure and report on case processing.

What will you get out of this?

Movia has included ESS have received a solution that fully meets their needs, and which is also configurable so that it can be continuously adapted to changing routines and future customer service requirements.

Customer inquiries are resolved uniformly and efficiently, among other things by using standard response texts that are built into the solution. There is also a special client for student employees who staff the part of the opening hours that is outside normal working hours.

Collaboration with operators is seamless and without loss of time via the integrated consultation portal.

ESS supports Movia's ambition to deliver the best and most efficient customer service to their users.