Warrington’s Own Buses are the first adopters of Velociti Solutions Customer Resolution Centre (CRC) which accelerates responding to customer issues, enhancing their service experience.
The Customer Resolution Centre is a one-of-a-kind solution developed specifically for the bus industry, customer feedback is automatically collated from multiple sources across the bus operation into a central hub, along with complete visibility of the operating environment, enabling customer service teams to respond to customers quickly.
The platform allows users to streamline the investigation process, automate workflows, and analyse customer service data. The system integrates with EPM’s Bus Incident Reporting Screen (BIRS) providing valuable insight in real-time into what is happening across the network including road traffic, accidents, and breakdowns enabling them to resolve customer queries promptly. It also integrates with Velociti’s Insights solution to provide in-depth advanced analytics to build into improvement plans.
Ben Wakerley, Managing Director of Warrington’s Own Buses, said: “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.”
Ian Churchill, CEO at Velociti Group, commented: “We are pleased to be working with Warrington’s Own Buses on the adoption of this exciting new technology, supporting them to manage customer feedback efficiently and giving them the capability to deal with feedback from across many communication channels, in line with the world we live in today.”
