1. Delivering Rapid Improvements in Customer
Service and Revenue for Transit
Transit authorities face many challenges, including rising customer expectations,
the need to deliver consistent operations, and the need to improve financial
performance. To address these challenges, leading transit authorities are turning
to Oracle to deliver effective, cost-efficient improvements in customer service and
to provide leading edge marketing and outreach services to the public.
Solution Overview
In recent years, the proliferation of communication technology has dramatically changed
customer expectations. Customers expect the ability to interact (i.e. communicate, express
preference, comment when service expectations are not met) without the need to make a
phone call. In addition, customers expect timely, relevant communication on matters of
importance and convenience to them.
To provide this level of modern service, Oracle has developed an integrated customer service
platform specifically designed for transit authorities. This solution has been implemented by
leading transit authorities in North America and provides:
» A new contact center to facilitate customer/agent interactions
» Integrated social media technologies to listen, connect, and receive information from
customers
» Leading edge marketing and outreach services to increase both transit and non-transit
related revenues
Fast and Accurate Customer Service
Transit authorities serve the bulk of customers during a small number of peak hours. When
weather or mechanical issues arise, inquiry rates rise dramatically. Workforce challenges
including a limited number of resources, training for new employees, and new skill
requirements also present difficulties. These environmental factors, combined with
O R A C L E C U S T O M E R
E X P E R I E N C E S O L U T I O N F O R
T R A N S I T
• Implemented by leading transit
authorities in North America
• Implemented by partners with
deep transit domain expertise
• Managed and hosted in a
secure, robust cloud services
environment
• Priced on a per-user basis to
minimize capital expenditures
F A S T A N D A C C U R A T E
C U S T O M E R S E R V I C E :
• Multi-channel customer support
• Robust agent desktop to tools
to provide fast and customer
service
• Powerful self service tools to
reduce incoming call volumes
• Advanced management
reporting capabilities to identify
areas for staff/agency
performance improvement