Blackpool Transport has credited EPM’s Customer Resolution Centre for boosting customer response times and satisfaction.
The operator, which is a long-time user of both EPM and Omnibus software solutions from the Velocity Group, says the solution has streamlined its processes.
Customer Resolution Centre is designed to consolidate customer enquiries from across various platforms, including email, web, and telephone into a central repository.
It also provides reports which help the operator understand network performance issues and to track and report on key performance indicators.
Vicky Clegg, People Development Manager, at Blackpool Transport, says: “Our customers are at the heart of what we do, their feedback helps us drive improvements and continuously provide reliable services across Blackpool.
“EPM’s Customer Resolution Centre will allow us to enhance our customer experience. Having complete visibility of feedback from across different platforms in one place will enable us to streamline processes, work more efficiently, and improve response times.
“The ability to identify and analyse emerging themes and track response times will provide us with the in-depth data needed to develop future service improvement plans and help us on our journey to continuously improve customer satisfaction.”
Nick Brookes, Software Director at EPM and Omnibus, adds: “Customer services is an important aspect of the bus industry, especially in a time where customer communication channels are constantly evolving and expectations on response times are increasing.
“Improved communication between customer service teams and passengers can lead to increased patronage through retaining and attracting new passengers.
“We are delighted to be supporting Blackpool Transport in their journey to further improve customer satisfaction with EPM’s Customer Resolution Centre. The technology was developed specifically for the passenger transport sector building in feedback from customers and our deep sector knowledge.”
