Warrington’s Own Buses is the first operator to adopt software solutions supplier and consultancy and auditing providor EPM’s Customer Resolution Centre (CRC), which allows operators to manage customer communications more efficiently.
CRC collates customer feedback automatically into a central hub, allowing customer service teams to respond quickly to enquiries. An automated feed of data gives customer services visibility of any queries and complaints.
The platform allows its users to “streamline investigative processes” – for example, by generating driver feedback forms and evidence requests to further investigate the feedback – and lets them automate workflows and analyse customer service data.
The platform integrates with the supplier’s Bus Incident Reporting Screen, allowing real-time insight into what is happening on the operator’s whole network, including traffic, accidents and breakdowns. EPM says this enables prompt resolutions to customer queries.
The platform also integrates with EPM’s insights solution, which includes advanced analytics to show trends and themes that can inform improvement plans.
Says Ben Wakerley, Managing Director of Warrington’s Own Buses: “The way our customers are communicating with us has evolved to include social media, our website, and email, and although we welcome this shift in communication, we needed a system to help us adapt to the change.
“The Customer Resolution Centre platform will revolutionise our customer service function by giving us the capability to access all the information we need in one place. Having the information easily accessible will enable us to efficiently investigate the root cause, resolve 
issues quickly, and analyse the data to enhance our customer service function.”
Adds Ian Churchill, CEO of EPM Group (pictured, left): “We are pleased to be working with Warrington’s Own Buses on the adoption of this exciting new technology, supporting it to manage customer feedback efficiently and giving it the capability to deal with feedback from across many communication channels, in line with the world we live in today.”
