In July 2017 KeolisAmey Metrolink, a joint venture between Keolis and Amey, took over the franchise to operate the Manchester Metrolink on behalf of Transport for Greater Manchester (TfGM). The Metrolink tram system is the largest of its kind in the UK, serving 93 stops across seven different lines along almost 100km of track, with a fleet of 120 modern trams catering for more than 38 million journeys a year.
One of the key features of KeolisAmey Metrolink’s new contract is a major focus on improving customer service and a commitment to deliver pragmatic and innovative solutions that create better passenger experiences.
ixRM’s remit was to implement a new Customer Service system using Microsoft Dynamics 365 ready for when KAM took over operation of the network from the incumbent operator in July 2017. We were tasked with designing a system for the Customer Contact Centre to manage their interaction with service users however they choose to get in touch, to handle complaints and problems across the network, deal with lost property and enable accurate and meaningful reporting.
Microsoft Dynamics 365 provides the team with a single platform for managing all customer interaction whether logging a general enquiry or receiving a complaint. It has replaced the existing automated system for dealing with customer enquiries and a number of spreadsheets.
The system enables KAM to track volumes of calls/emails, ensures compliance with Service Level Agreements and allows identification of recurring issues or areas of concern. Lost Property is managed in a central location that all contact centre staff can access to easily locate and return lost items to their owners. It also allows a picture to be built up of each customer including their responses to surveys, marketing activity and contact details. Having all information regarding the customer in one place highlights anyone abusing the service for example claiming free travel frequently and unnecessarily.
The inbuilt analytics in Microsoft Dynamics 365 together with PowerBI allows KAM to produce meaningful reports for their own use and for providing regular performance reports to Transport for Greater Manchester. This in turn enables them to monitor recurring problems, improve the Customer Service experience and ensure Transport for Greater Manchester are aware of any wider issues that need to be addressed across the network.
The next phase will expand functionality to offer an increased range of self and assisted service options including a web portal to empower customers as well as to reduce call volumes and increase efficiency even further. The telephone system will be integrated for a more streamlined service and by using Voice of the Customer for Microsoft Dynamics 365 KAM are able to run effective customer surveys and use the resulting data in a meaningful way.
If you would like to know how ixRM can facilitate your businesses growth or help you work more efficiently, call a member of our team today on 0113 415 1615.