Blackpool Transport has consolidated its customer relationship management technology and increased access to information on service delivery
The organisation set out to standardise the customer service function so that data was consolidated and it could improve customer response times, and use analytics to derive insight into service and move towards continuous improvement.
As an existing customer of public transport technology software provider EPM, Blackpool Transport selected the EPM Customer Resolution Centre application. The application was chosen for its ability to consolidate customer enquiries from email, telephone, the web and place them into a central repository. In addition, the application enables Blackpool Transport’s customer service team members to respond to the customer in the channel that the enquiry came from.
A central repository is expected to deliver analytics and service improvements to Blackpool Transport.
Streamlining
“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,” said Vicky Clegg, people development manager at Blackpool Transport.
Reporting from the application will provide insight into network performance issues and track these to the key performance indicators (KPI) of Blackpool Transport.
“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,” added Clegg.
