The Fylde operator expects an expansion of its EPM suite of software solutions to help speed up and simplify its customer service interactions
Longstanding user of both EPM and Omnibus software solutions Blackpool Transport has recently chosen to adopt EPM’s Customer Resolution Centre (CRC) package to enhance its customer service function and improve customer satisfaction.
Previously working across multiple platforms, Blackpool Transport says it required a solution that would standardise its customer service function, consolidate data, improve customer response times and provide insight analytics to drive continuous improvement.
EPM’s Customer Resolution Centre is able to consolidate customer enquiries from across numerous platforms, including email, web, and telephone into a central repository, helping to streamline processes, save time and reduce the duplication of data input whilst allowing customer service teams to communicate directly with the customer via the channel the enquiry was generated, improving response times. 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).
People Development Manager at Blackpool Transport Vicky Clegg said: “Our customers are at the heart of what we do, their feedback helps us drive improvements and continuously provide reliable services across Blackpool.
EPM’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.”
Software Director at EPM and Omnibus Nick Brookes added: “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 on its journey to further improve customer satisfaction with EPM’s Customer Resolution Centre. The technology was developed specifically for the passenger transport sector building in feedback from customers and our deep sector knowledge.”
