Informing riders and Call centers
Informing riders through mobile phones
The need for real-time information is much greater than in the past. Research undertaken clearly identifies information in case of service disruptions as particularly sensitive: delays are often unavoidable and most riders can understand this. What they cannot accept is not being informed.
Public transit riders can now have personalized travel information delivered directly to their mobile phone: Veolia Transport has launched two types of text message services on mobile phones:
A Timetable Service: 24-hour access to up-to-the-minute schedules that take into account up-to-date services. This service provides the convenience of having instant access to all local times available on a mobile phone.
A Travel Alert Service: lets riders know when the service has been disrupted, delayed or cancelled. This service provides the convenience of being informed as soon as there is a disruption to the scheduled service. Instead of waiting around in the cold riders can spend those extra minutes in bed, on the couch or at their desk.
Call Centers
"Customer Service Centers" help Veolia Transport establish a new type of relationship with passengers.
Bringing passengers closer to their transit operator is a top priority for Veolia Transport. The creation of customer service centers illustrates this concern.
Customer Service staff trained in telephony and transportation issues listen, analyze and classify all complaints and requests, in order to provide an appropriate, specific response.
A database dedicated to passenger information
By drawing on a single database the passenger information system developed by Veolia Transport helps staff provide customers with fast, reliable, consistent information.