Perfect integration of software systems accelerates contacts with customers at Translink.

Information directly accessible

Challenge

Result

Aiming for fewer screen interactions and smarter customer engagement

Translink’s primary mission is to ensure a hassle-free journey for public transit passengers. To achieve this, a robust CRM system is essential. It supports customer service and helps passengers get on their way quickly. By combining our Mail Assistant, Process Assistant, and Knowledge Base, customer service representatives can help public transit riders get on their way faster.

A TRiP for the Ultimate Customer Experience

For Translink, we developed TRiP, which stands for the Translink Registration Information Platform. It’s a comprehensive platform that logs customer service phone calls and emails and (automatically) handles all customer interactions. In the past, employees sometimes had to consult as many as 80 different screens to handle a single customer interaction. Now, that has been reduced to just a few screen interactions.

For example, when a form is filled out on the Translink website, it is received by TRiP. The system then suggests what the form is about. Based on that, TRiP provides an email template with the response from theKnowledge Base to the appropriate employee. The customer service representative only needs to click once to send the email to the person who filled out the form.

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

With the TRIP system, Translink enjoys the following benefits:

Customers receive assistance much faster thanks to fewer clicks and automated customer contact handling
Employees have a better overview of their work
Management receives reports that show, at a glance on a dashboard, whether SLAs are being met and how many customer interactions were handled in a day

Applied technology