Making light rail, light work.
Your tramway plays a vital role in urban transport. That’s why we’ve developed Passenger 365; to support your light rail to carry on delighting your passengers, easing congestion across towns and cities and transforming modern public transport.
From keeping your passengers up to date with service changes, connecting your engineers to your customer service teams, or promoting the benefits of tram travel through your marketing – Passenger 365 has got you covered.
- Native response builder to speed up your communications
- Lost property management tools
- Market your service to targeted audiences
- Streamlined booking systems
- Customer insights on accessibility and congestion feedback
Electrifying your service.
When it comes to passenger satisfaction, trams have consistently topped the charts. Clean, smart and efficient – it’s not hard to see why expansion of the light rail network is on the horizon.
With Passenger 365, you’ll be fully in tune with your customers and what matters to them. The impact of congestion, the benefits of contactless travel or an effective online booking system are all important to your passengers.
Make the most of the growing popularity of tram travel with the in-built marketing functions in Passenger 365. You’ll have the ability to log all passenger chats, making it easier for your teams to track what it is they want and need when it comes to using light rail travel.
Tailoring your CRM system will ensure that your business processes run smoothly, resulting in a light rail that gets your passengers where they need to be and exceeds all expectations. Everything you need to make your business a success is at your fingertips in Passenger 365.
KeolisAmey Metrolink Ltd
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.
ixRM’s remit was to implement a new Customer Service system using Microsoft Dynamics 365 ready for when KeolisAmey Metrolink 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.
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.