Automated Customer Notification: Developing a Customer Contact Strategy as an Approach to Improve Both Agency Efficiency and Customer Service

Transit agencies have traditionally reacted to customer requests for information. Generally, this meant that the customer made a call to the agency and it responded by providing the requested information. Agencies had established procedures for handling customer requests, such as: providing a public telephone number, having agents available for callers, and producing printed material containing its most requested information. In recent years however, new information technologies have been deployed to automate many agent-handled processes with the intent of increasing productivity and reducing costs. Many of these technologies have achieved their goals, and they have done so by fitting into existing business models. In the area of public information, advances in technology now provide agencies with the capability of proactively delivering information to their customers – a stark contrast from the reactive communications most agencies practice. It’s an ideal opportunity to review current models of communication and to identify the potential for positive change. To make the most of this opportunity, agencies must first create a vision and strategy for initiating contact with the customers they serve. This paper describes how information technology is currently used in customer information, how it may be used, and what steps an agency should follow to develop a strategy.

Language

  • English

Media Info

  • Media Type: CD-ROM
  • Pagination: 4p
  • Monograph Title: Bus and Paratransit Conference and International Bus Roadeo, 2007

Subject/Index Terms

Filing Info

  • Accession Number: 01051478
  • Record Type: Publication
  • ISBN: 1931594252
  • Files: TRIS
  • Created Date: Jun 13 2007 12:05PM