Automated Customer Notification: Developing a Customer Contact Strategy as an Approach to Improve Both Agency Efficiency and Customer Service

TL;DRAbstract

Transit agencies have traditionally reacted to customer requests for information. Generally, this meant that the customer made a call to the agency and it responded by providing the requested information. Agencies had established procedures for handling customer requests, such as: providing a public telephone number, having agents available for callers, and producing printed material containing its most requested information. In recent years however, new information technologies have been deployed to automate many agent-handled processes with the intent of increasing productivity and reducing costs. Many of these technologies have achieved their goals, and they have done so by fitting into existing business models. In the area of public information, advances in technology now provide agencies with the capability of proactively delivering information to their customers – a stark contrast from the reactive communications most agencies practice. It’s an ideal opportunity to review current

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