Aug 2024 – McGill’s Bus Group, the UK’s largest independent operator, has invested in Velociti Solutions bus technology to transform its customer service function to build patronage.
Developed by Velociti Solutions specifically for the bus sector, Customer Resolution Centre (CRC) accelerates customer service response times by providing complete visibility of the operating environment, enabling customer service teams to manage queries efficiently.
CRC integrates data from wider group systems to investigate complaints quickly, such as the Bus Incident Reporting Screen (BIRS), which identifies incidents on the network, and other third-party systems. This ensures the customer service team members are working with reliable and up to date information to enable them to provide quick and clear customer communications.
In addition, the system streamlines the data capture process of passenger queries coming in. With a varied demographic of bus passengers, feedback into operators comes through from a number of channels – the operator’s website, email and social media platforms. CRC consolidates data from multiple online sources along with more traditional communication methods, such as face-to-face and telephone, to reduce the time spent recording customer interactions and ensuring accurate collection of data.
The system provides a personalised engagement approach, communicating with the customer via their chosen channel, enabling a quality and consistent customer experience.
Neil Dryden HR, Training & Recruitment Director at McGill’s, said: ‘With the adoption of Customer Resolution Centre we are confident the platform will transform our customer service function. By having one central system to log, manage and investigate customer complaints, along with information of what’s happening in the operating environment, our team will have the information to deal with queries quickly and with quality outcomes.’
Nick Brookes, Software Director at Velociti Solutions, said: ‘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 communication 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 responses to customer feedback.’
