CX for Transit Data Sheet (v-25)
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Transit authorities face challenges including rising customer expectations, delivering consistent operations, and improving financial performance. Oracle has developed an integrated customer service platform to address these challenges by facilitating customer interactions, integrating social media technologies, and providing marketing services to increase revenues. The solution provides fast and accurate customer service through multi-channel support, robust agent tools, self-service options, and reporting. It also enhances communication through social media management and listening capabilities. Additionally, the solution aims to increase revenue through personalized marketing campaigns and measurement of campaign performance.
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CX for Transit Data Sheet (v-25)
- 1. Delivering Rapid Improvements in Customer Service and Revenue for Transit Transit authorities face many challenges, including rising customer expectations, the need to deliver consistent operations, and the need to improve financial performance. To address these challenges, leading transit authorities are turning to Oracle to deliver effective, cost-efficient improvements in customer service and to provide leading edge marketing and outreach services to the public. Solution Overview In recent years, the proliferation of communication technology has dramatically changed customer expectations. Customers expect the ability to interact (i.e. communicate, express preference, comment when service expectations are not met) without the need to make a phone call. In addition, customers expect timely, relevant communication on matters of importance and convenience to them. To provide this level of modern service, Oracle has developed an integrated customer service platform specifically designed for transit authorities. This solution has been implemented by leading transit authorities in North America and provides: 損 A new contact center to facilitate customer/agent interactions 損 Integrated social media technologies to listen, connect, and receive information from customers 損 Leading edge marketing and outreach services to increase both transit and non-transit related revenues Fast and Accurate Customer Service Transit authorities serve the bulk of customers during a small number of peak hours. When weather or mechanical issues arise, inquiry rates rise dramatically. Workforce challenges including a limited number of resources, training for new employees, and new skill requirements also present difficulties. These environmental factors, combined with O R A C L E C U S T O M E R E X P E R I E N C E S O L U T I O N F O R T R A N S I T Implemented by leading transit authorities in North America Implemented by partners with deep transit domain expertise Managed and hosted in a secure, robust cloud services environment Priced on a per-user basis to minimize capital expenditures F A S T A N D A C C U R A T E C U S T O M E R S E R V I C E : Multi-channel customer support Robust agent desktop to tools to provide fast and customer service Powerful self service tools to reduce incoming call volumes Advanced management reporting capabilities to identify areas for staff/agency performance improvement
- 2. C O N N E C T W I T H U S blogs.oracle.com/oracle facebook.com/oracle twitter.com/oracle oracle.com F O R M O R E I N F O R M A T I O N Contact: 1.800.ORACLE1 Copyright 息 2015, Oracle and/or its affiliates. All rights reserved. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. 0115 increasing customer expectations, necessitate improved productivity tools for agents to keep pace with customer service demand. Our Customer Experience for Transit Solution provides robust agent desktop tools including a search-friendly knowledge base, scripting, and hot-keys to accelerate response to customer service requests across channels (e.g. phone, text, email, chat). The solution also features a customer facing portal that can be integrated into your existing website. Portal features like dynamic search and incident management promote self service, reduce the number of incoming calls, and streamline agent interactions. The result is fast, accurate and consistent customer service. Enhanced Communication Responsiveness to customer issues and preferences helps build customer loyalty and enhances the reputation of the transit authority. A strong social media presence helps reduce incoming calls and complaints, and extends courtesy to customers in the event of service delays, outages, and emergencies so that customers can appropriately plan and react to these events. Our Customer Experience for Transit Solution features an outlook style, calendar-driven user interface to schedule both ad-hoc and scheduled communications to customers. Through the use of this tool, brand-consistent information can be disseminated across all major social networks from a single user interface, eliminating the need to maintain multiple, social silos. The solution also features advanced listening technology to capture customer sentiment across social brands, analyze the feedback, and re-post response to the customer. Increased Revenue Increasing revenue is vital to the financial health of the transit authority. Our Customer Experience for Transit Solution features robust marketing and outreach services to retain existing customers, attract new customers, increase sales to existing customers, and increase non-transit revenues. The solution enables users to aggregate data from in-house and third party data sources (including actionable information on over 700 million customer profiles). From these profiles, personalized marketing campaigns can be delivered (e.g. an email campaign to promote off- peak utilization on a particular route, a text campaign to promote concession purchases, a social campaign to promote pre-pay and auto-refill methods of payment). The solution is backed by management reporting tools that can be used to measure the outcomes, cost, and return on investment for the sales campaigns. Rapid, Low-Cost Delivery Our solution is implemented by certified technology partners with deep transit domain expertise. The solution has received top honors form independent observers including Gartner, Jupiter, Research, and Nucleus as well as numerous leading other publications. The solution is managed and hosted in a secure, robust cloud services environment, and priced on a per-user basis to minimize capital expenditures. Customers have achieved success with this solution in as little as six weeks from the project start date. E N H A N C E D C O M M U N I C A T I O N : Drag and drop, calendar driven, user interface to create and distribute social content Single user interface to communicate information across all major social brands Inbound integration with CRM to listen and respond to customer feedback I N C R E A S E D R E V E N U E Aggregated in-house and third party data sources to build target marketing audiences (e.g. geographic or demographic segments) Personalized and contextualized customer experiences across channels Ability to analyze sales and marketing campaign performance S O L U T I O N I N F O R M A T I O N To learn more about our Customer Experience for Transit Solution, please visit our solution factory at: https://www..