Information directly accessible

A TRiP for the ultimate customer experience

For Translink, we developed TRiP, which stands for the Translink Registration Information Platform. A complete platform that logs telephone calls and e-mails in the customer service area and processes all customer interactions (automatically). In the old situation, employees sometimes had to consult as many as 80 different screens to handle one customer contact. Now that is reduced to a few screen interactions.

For example, if a form is filled out on Translink’s Web site, it enters TRIP. The system then suggests what the completed form is about. Based on that, TRIP provides an email template with the answer from the knowledgebase to the appropriate employee. The customer service representative only has to send the email to the person who filled out the form with a single click.

In addition, everything is neatly reported to gain insight into which questions are frequently asked, how often calls were made, how many customer contacts were handled and so on.

With the TRIP system, Translink experiences the following benefits:

• The customer is served much faster due to fewer clicks and automated customer contact handling
• The employee has more overview of the work
• Management receives reports where a dashboard shows at a glance whether SLAs are met and how many customer contacts have been handled in a day