A TRiP for the ultimate customer experience

For Translink, we developed TRiP, which stands for the Translink Registration information Platform. It is a complete platform with which telephone calls and emails in the customer service department are logged and with which all customer interactions are (automatically) processed. Prior to the implementation of this platform, 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, when a form is filled in on Translink's website, it is received via TRIP. The system then suggests what the completed form is about. Based on this suggestion, TRIP provides the appropriate employee with an email template containing the answer from the knowledge base. The customer service employee can then send the email to the person who filled in the form with only a single click.

In addition, everything is properly reported to generate insight into which questions are frequently asked, how often calls have been made, how many customer contacts have been handled, and so on.

With the TRIP system, Translink experiences the following advantages:

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