Warrington adopts EPM Customer Resolution Centre

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Warrington’s Own Buses has adopted EPM’s latest software solution to help streamilne and speed up its customer service. EPM’s Customer Resolution Centre has been developed specifically for the bus industry, with customer feedback automatically collated from multiple sources across the operation into a central hub, and providing complete visibility of the operating environment to enabling customer service teams to respond to customers more quickly. The platform is also designed to allow users to streamline the investigation process, automate workflows, and analyse customer service data.

The system integrates with EPM’s Bus Incident Reporting Screen (BIRS) to provide a real-time insight into what is happening across a network including road traffic, accidents and breakdowns, with the aim of enabling the operator to resolve customer queries promptly. It also integrates with EPM’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 of EPM Group, added: “We are pleased to be working with Warrington’s Own Buses on the adoption of this exciting new technology, supporting the company to manage customer feedback efficiently and giving it the capability to deal with feedback from across many communication channels, in line with the world we live in today.”

Ian Churchill, CEO of EPM Group