CUSTOMER RESOLUTION CENTRE
Efficiently manage and resolve customer issues quickly and easily with our flexible solution that automatically collates enquiries from multiple platforms to a central location.
Case management capability allows users to track the follow up of all customer feedback, record activities and review responses against Service Level Agreement measures. Data captured during the process can be used to analyse the network and develop improvement plans.
Respond to customer issues quickly and efficiently
Meet your customer Service Level Agreements
Automatically consolidate customer feedback from multiple sources to get a complete view of your customer interactions.
Visibility of network issues
An automated feed of dynamic and static data gives customer services complete visibility of customer queries and complaints.
Respond to customers quickly and efficiently from a range of platforms: social media, email, website, and phone calls.
Streamline the investigation process
Generate driver feedback forms and evidence requests to further investigate customer feedback.
Case management capability
Track the follow up of all customer feedback, activities, outcomes, and review responses against Service Level Agreement measures.
Analyse customer feedback across the network and utilise the data in your network improvement planning.
Integrated technology providing a consolidated view of your business
Customer Resolution Centre is part of our integrated solution that automatically consolidates operational data from across the business into one central location.
Our advanced platform integrates information across EPM Group and third party systems enabling your teams to proactively manage the network to deliver a reliable and quality service. Systems that interlink, include:
- Driver and vehicle allocation
- Engineering (third party systems)
- Control room
Supporting Warrington’s Own Buses to improve customer satisfaction
Managing Director at Warrington’s Own Buses
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.