6 Insightful Transportation Case Studies to Read in 2022

Innovative examples of CX in transportation

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6 Insightful Transportation Case Studies to Read in 2022
Contact CentreInsights

Published: November 14, 2022

Rebekah Carter

The transportation sector is experiencing a period of rapid transformation and innovation, inspired by the challenges of the pandemic. In this sector, countless new solutions are beginning to emerge, from self-service solutions for customer interactions, to omnichannel CCaaS tools.

As customer expectations continue to evolve transportation brands are spending more of their time looking for ways to engage their user base. Logistics organisations, public transportation vendors, and a range of other businesses are beginning to infuse more of their day-to-day processes with CX tools. The top CX vendors are on-hand to assist companies in delighting their clients.

Today’s case studies offer an insight into some of the most impressive initiatives implemented by companies in the transportation sector, with a focus on CX.

National Express and 8×8

One of the leading coach operators in the UK, National Express serves hundreds of cities and towns throughout the country. The company serves over 21 million passengers per year, and still manages to support a workforce of 80% remote employees. The biggest challenge the organisation faced in recent years was figuring out a way to maintain PCI compliance, in a changing environment.

When the transportation and customer communication space began to evolve, National Express found itself searching for a contact centre solution capable of integrating with the existing tools the teams were already reliant upon. The team needed something which enhanced PCI compliance, while also allowing for personalised experiences through the use of the Salesforce CRM.

The flexible 8×8 platform delivered a range of attractive benefits to the National Express brand, including a secure payment system, and a range of new tools for connecting with clients in an omnichannel digital environment.

MakeMyTrip and Avaya

An innovative online travel company, MakeMyTrip, experienced a sudden surge of calls and queries from customers when the pandemic began. The company already had an Avaya ecosystem installed to help with managing customer service. However, the new challenges of the pandemic placed this system under significant strain, prompting the need for an upgrade.

Working with the dedicated specialists at Avaya, MakeMyTrip updated its IVR systems to prioritise callers more effectively, while implementing a platform to empower remote workers. The introduction of new Avaya tools within the OneCloud CCaaS environment allowed the company to drastically improve customer experience and reduce repeat calls.

The company was also able to reduce resolution time for customers with urgent requirements, and minimise the number of calls left in the customer service queue.

Avis Budget Group and Genesys

The rental car giant, Avis, needed a new way to enhance its customer response times and improve productivity among team members to meet with its CX goals. The company assessed a number of solutions to address its issues, before settling on the Genesys DX solution, with integrated Natural Language Processing capabilities for self-service.

With Genesys technology, Avis has been able to reduce the number of calls coming through to team members, as the AI system manages around 30% of customer inquiries. What’s more, the implementation of the new technology means the company can now answer questions faster, and deliver 24/7 support to transportation customers.

According to the Avis Budget Group, introducing Genesys DX has allowed the brand to speed up customer waiting times, reduce the number of calls coming through to agents, and improve team performance. The technology was particularly valuable to Avis during the pandemic, when calling numbers began to spike.

Arrive Logistics and Talkdesk

Arrive Logistics is one of the top freight brokerage companies in the world today, promising phenomenal customer service, strategic solutions for customers, and powerful technology capabilities. However, the previous technologies implemented by the company weren’t as flexible as the business had hoped. The tools lacked scalability, and required significant IT attention.

Arrive Logistics decided the best way to deliver exceptional service going forward, was to integrate a new customer communication environment into their technology stack. With Talkdesk, the company was able to reduce the complexity of their CX solution, and access more of the visibility and insights required to make improved business decisions.

According to Arrive Logistics, the ability to scale the CX ecosystem, allow employees to work remotely, and access end-to-end visibility was crucial to the team, particularly during the pandemic. The Talkdesk environment even integrated with essential tools like Salesforce.

HopSkipDrive and Kustomer

An innovative future-focused company, HopSkipDrive delivers a safe and reliable rideshare service to children over the age of 6. The company ensures children get fully-vetted and finger-printed care givers for their transportation experience.

To deliver the kind of secure and reliable service customers were looking for, HopSkipDrive needed a way to unify its CX data, and allow for better communication with drivers and parents alike. With Kustomer, HopSkipDrive was able to create a customised platform for dealing with three different communities: parents, schools, and drivers.

The company also accessed better insights into its CX data, gathering more information about CSAT scores and First-call resolution rates. As a result, HopSkipDrive began making more intelligent decisions about how to enhance its services and outshine the competition.

Addison Lee and Salesforce

Addison Lee is a transportation company dedicated to delivering premium travel experiences to customers in a range of different environments. The company believes its customer service and focus on delivering exceptional support is what sets it apart from other brands. However, the team also feels technology is the key to delivering the right CX results.

Addison Lee embraced the Salesforce platform, to create a comprehensive environment for customer acquisition, retention, and engagement. With Salesforce, the brand can track everything from onboarding, to customer loyalty metrics in the same convenient place.

Salesforce makes it easier for Addison Lee to connect with passengers on the channels of their choice, create secure bookings, and keep track of new opportunities. There are even built-in AI solutions to help provide insights into which strategies can drive better customer retention.

 

 

Transportation

Brands mentioned in this article.

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