Passenger Transport
The UK passenger transport sector is highly competitive and targets driven. Irrespective of mode, passenger transport companies are aiming to increase passenger numbers and loyalty, reduce the amount of late arrivals and ultimately magnify profitability. CRM systems provide substantial advantages to transport companies as they significantly improve the way an organisation operates.
Professionally implemented Customer Relationship Management (CRM) systems enable passenger transport organisations to store all their data centrally, eliminating duplication and reliance on spreadsheets and email directories. It also helps them to become more customer centric. What's more, CRM systems have features and tools which save time and reduce duplication of effort.
However, the "Customer" part of the term Customer Relationship Management is misleading as the strategy, software and processes apply equally to the management of any relationship, irrespective of who the relationship is between. This is a term which Microsoft have branded "XRM" where the X can be replaced with anything, so in the case of a passenger transport company, the system could be called Passenger Relationship Management.
Experience
Concentrix is an independent CRM specialist and has all the skills required to configure a system which suits the exact needs of your organisation. Concentrix has worked closely with a range of passenger transport companies, particularly train operators to develop a highly comprehensive customer service system. For example we've developed a system based on Microsoft Dynamics CRM for a leading train operator which integrates with trackside train performance systems, calculates refunds, speeds up response times and lets their staff focus on delivering excellent, personalised service. This is a highly developed system which not only brings benefits to passenger train companies but also to every organisation within the passenger transport sector. The system has the following functions:
- Customer-centric case management with the ability to handle multiple journeys (with multiple legs) and season tickets
- Integration with third party trackside system for validating delay claims
- Compensation calculation algorithms
- Template-based document authoring
- Integration with Outlook for email communications
- Integration with scanning applications
- Integration with digital telephony system
- Integration with website for online case submission
- Management information reporting including those around regulatory requirements from the Department of Transport.
Concentrix can adapt this system so that it meets the needs of any company working within the Passenger Transport industry to help them improve the level of customer service delivered, enhancing customer loyalty and therefore profitability.
CRM for the Transport Sector
CRM is not just about technology, but is a business methodology, which places the customer at the centre of all activities and processes and treats information as the most valuable asset.
The deployment of a suitable CRM package can revolutionise Customer Service for passenger transport operators, specifically around:
- Improving service, communication and transparency with the customer
- Increasing operational efficiency
- Standardisation and automation of processes, with escalation linked to service levels
- Real-time reporting on all elements of performance against KPIs
- Quality control
- Data protection
- Business intelligence and analysis
- Regulatory compliance