Tracking Customer Service
The transit authority for a large city manages and maintains the rail transit service between the downtown business core and the neighboring urban communities and connections to other suburban commuter railroads. Every day the transit system carries tens of thousands of passengers into and out of the city.
Customer service is very important to the transit authority, and a primary goal of the corporation is to ensure that all information pertaining to the system is correct and in a central area accessible to all staff, especially those who interact directly with customers. This means tracking and managing the flow of documents, phone calls, emails and other electronic or hard copy information.
Business Process Redesign
The transit authority turned to the expertise of WorkDynamics Technologies to evaluate their existing business processes and come up with a solution that would meet their requirement to make the relentless flow of information accessible to anyone at any time. This effort included replacing their existing customer service and customer feedback databases with a central, shared database with workflow and routing capabilities.
The resulting new business process was implemented using ccmMercury, which enables staff to capture customer interactions – correspondence, emails, phone calls and request forms – and ensure they are promptly routed to the correct people to be handled. ccmMercury manages access rights using a set of rules that ensure that only authorized staff can see or modify private information.
ccmMercury application screen for handling customer service calls.
(Click here for a full-size screenshot.)
Managers can instantly search on any fields in the entire database in order to find specific items, and everything is presented in one place, including a complete record of everything that has been done and what, if any, is the next step to be taken. Dozens of up-to-the-minute reports are available, including many performance measurements that highlight the level of service being delivered.
The transit authority is very pleased with their new business process and the ccmMercury application that supports their effort to provide superior service to their customers.