Challenges with Customer Service for Public Transport

Working in customer service within public transport can be challenging and unthankful. You’re trying to provide a great service to travelers but there’s a constant feeling of always playing catch-up and being on the defensive.

• The response times are long as your team is understaffed and frustrated.
• Your customer claims tool is not designed for public transport.
• You are forced to treat the customer as a complete stranger, even if she called you yesterday and have been riding your trains and buses for decades.

Boomerang Customer Service

Boomerang’s Customer Service module is designed specifically for public transport and it puts you back in the driver’s seat. It lets you solve more cases in less time with a higher quality resulting in happier customers and a more motivated team.

• Work flow and escalation functionality lets you route cases to the most appropriate person without fear of any case getting lost.
• Context-sensitive templates lets the user easily find and apply a suitable pre-written reply to a claim thereby increasing quality and lowering handling time.
• Multi-channel communication with Self-Service: Customers can log cases online reducing the average time spent to resolve a case. Customer email replies are automatically routed directly to the appropriate work group.
• The bulk case feature manages situations such as major train delay where hundreds of customers call about the same case. It ensures that all customers are treated equally and get the same compensation.
• Integrates with your other systems  to support public transport specific end-to-end work flows such as viewing recent traffic incidents in your area or sending monetary reimbursement to a customer.
• Links to Boomerang’s customer database. Each case can be linked to a customer record with the customer's profile and case history.
• Best practice reporting & analysis: Analyze key numbers such as average response time. Identify early trends in customer preferences and share the insights with the entire organization.
• Privacy Compliance: Role-based access rights and logging capabilities for proper management of personally identifiable information.