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80% of calls are related to the trips of the day. Can this number be reduced?

Challenge:

The personnel in the booking office spend up to 80 % of their time answering questions such as: When will my booked vehicle arrive? Do you have my new telephone number? How can I cancel a trip I have booked?

These easy to answer questions are time consuming for the personnel and if the number of calls could be reduced, it would cut costs and increase revenues.

Solution:

The solution is to let the passengers find the answers themselves. To make this realistic, the solution must be very easy and accessible. A self-service solution that works on a PC a tablet, or smartphone will work for a large number of passengers.

Rather than ringing, passengers can use a self-service app and web-based service to access trip information and deal with various tasks themselves whenever it suits them.

Benefits:

This provides better service for the passengers, since they get quick and easy access to information about their trips, and they can easily cancel a trip and update personal data.

For the booking office, it opens up for savings since the number of calls will be substantially reduced.

ITS and Ticketing

+41 58 911 11 11

Planning and Operations Management

+45 87 44 16 00

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