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 8x8
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 8x8 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.