Sept 2024 – Longstanding users of Velociti solutions, Blackpool Transport, has adopted Customer Resolution Centre (CRC) to enhance their customer service function and improve customer satisfaction.
Previously working across multiple platforms, Blackpool Transport required a solution that would standardise their customer service function, consolidate data, improve customer response times and provide insight analytics to drive continuous improvement.
Velociti’s Customer Resolution Centre consolidates customer enquiries from across various platforms, including email, web, and telephone into a central repository, streamlining processes, saving time and reducing the duplication of data input. Customer service teams can communicate directly with the customer in the system via the channel the enquiry was generated, improving response times and the customer experience. Comprehensive reporting capabilities are available within the system designed to enhance understanding of network performance issues, and to track and report on Key Performance Indicators (KPIs), empowering network operators to make data-driven decisions.
Vicky Clegg, People Development Manager, at Blackpool Transport, said “Our customers are at the heart of what we do, their feedback helps us drive improvements and continuously provide reliable services across Blackpool.
“Velociti’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 Velociti, said “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 Velociti’s Customer Resolution Centre. The technology was developed specifically for the passenger transport sector building in feedback from customers and our deep sector knowledge.”
