McGill’s Bus Group has invested in the Customer Resolution Centre product from EPM Bus Solutions.
Designed specifically for the bus sector, the platform speeds response times by providing complete visibility of the operating environment. That enables customer service teams to manage queries efficiently, says EPM.
Customer Resolution Centre aggregates data from wider group systems to investigate complaints quickly. Those linked platforms include EPM’s Bus Incident Reporting Screen – which identifies incidents on an operator’s network – and other third-party products.
Such a tie-up ensures that staff “are working with reliable and up-to-date information to enable them to provide quick and clear customer communications,” the supplier adds.
In addition, the EPM Customer Resolution Centre streamlines the data capture process of passenger queries from a variety of channels, including website contact, email, and social media.
Consolidating submissions from those multiple online sources with traditional methods such as face-to-face and telephone reduces the time spent recording customer interactions and ensures accurate data collection.
EPM believes that such an approach gives a personalised engagement approach to communicating with the customer via their chosen channel and delivers “a quality and consistent customer experience.”
McGill’s HR, Training and Recruitment Director Neil Dryden says the operator is confident that adopting the Customer Resolution Centre platform “will transform our customer service function.”
He adds: “By having one central system to log, manage and investigate customer complaints, along with information of what is happening in the operating environment, our team will have the information to deal with queries quickly and with quality outcomes.”
On working with McGill’s, EPM Software Director Nick Brookes says: “Providing quality customer service is as important for growing patronage as delivering a reliable bus service.
“With customer expectations being higher than ever with the evolution of technology and the increase in communications channels, the bus sector is evolving to become more customer focused to build patronage.
“Customer Resolution Centre has been developed for the bus sector to deliver an exceptional customer service experience – empowering customer service teams with up-to-date information about the operating environment and allowing them to provide a quality response to customer feedback.”
