Customer Service Management Software
Customers make contact with transport operators for many reasons, whether it is to make a complaint, provide positive feedback or to make valuable suggestions, Tracerit provides a software module to help you capture and manage this information.
Customer service staff access the software through a standard web browser enabling the solution to be deployed in whichever way your business operates; depots and garages can manage their own customer feedback or a centralised department (either internal or outsourced to a call centre) can take control. Either way, Tracerit provides a standardised approach for your business.
Tracerit provides a centralised repository for much of a transport operator's data including staff, depots and garages, routes and vehicles. Customer service staff can therefore make use of this important information when recording the customer feedback, ensuring that standardised information is collected through drop-down and menu selections.
Where customer feedback requires investigation, workflow processes can be configured allowing depot managers to complete the investigation and record any associated notes (including notes taken during driver interviews) before generating a response to the customer. Tracerit can generate emails or printed correspondence and all customer contact information is recorded centrally.
This centralised repository for customer service provides operators with a streamlined and consistent approach, and allows operational reports to be generated. These reports can be used to monitor how your customer services perform against internal or external KPI's and SLA's.
Consolidating all of this operational information into a centralised software application allows complex analysis to be performed across the whole business. The easy-to-use query engine allows data to be selected across every depot, or users can drill down and analyse information related to a single site or driver.