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Veolia Transport on track with Resolve

  • 25 May, 2006 10:38

<p>Auckland, NEW ZEALAND (May 25, 2006) – Veolia Transport (formerly Connex Auckland) has installed a customer feedback system at its Auckland headquarters using tools from customer management software provider, Beethoven Computer Services.</p>
<p>Resolve, Beethoven’s customer care software, manages all feedback received at Veolia including general enquiries and those specific to recruitment and lost property. The system allows Veolia Transport to quickly and effectively respond to customers regardless of what the issue is or from where the customer is calling.</p>
<p>“Resolve provides us with a platform to extract all the information we need from customer interactions,” says Tessa Marjoram, Marketing and Communications Manager, Veolia Transport. “We are able to track all enquiries as they progress to ensure they are being managed competently and promptly.”</p>
<p>Since 2004, Veolia Transport has been contracted to the Auckland Regional Transport Authority (ARTA) to operate passenger rail services in Auckland. In line with the Regional Land Transport Strategy of 2003, Veolia is charged with supporting ARTA’s initiative to improve the rail network, including upgrades of stations, procurement of new rolling stock and double-tracking the Western line.</p>
<p>With the gradual process of upgrading rail services comes a greater need to communicate with customers and manage their feedback efficiently. This is causing a growing number of organisations in the public transport industry to move to a customer management system like Resolve which, says Ms Marjoram, is indicative of an increasingly customer-driven public transport industry. End-users actually need to be listened to and those running the service need to be aware of how changes are affecting the customer base.</p>
<p>“We need to know what our customers are experiencing – whether that’s good or bad - and be in a position to react swiftly should there be a problem anywhere across the network,” she says. The software also provides useful information for the business to modify and improve training solutions for onboard staff.</p>
<p>Prior to implementing Resolve, there were few reliable channels whereby rail customers could provide feedback. It was extremely important for Veolia Transport to implement a system that would effectively capture, manage or report on that data, in order to gauge reactions of customers, or make any necessary adjustments to the way it operates.</p>
<p>“The Resolve system means people actually get a response and a timely one at that,” says Ms Marjoram. “Similarly, it allows us to identify those customers who are trying to rort the system with, for example, repeated requests for tickets.”</p>
<p>The feature-rich and scalable Resolve was an attraction for Veolia Transport, as was the fact that the company’s Australian counterpart, Connex Group Australia, had successfully installed the system at its Melbourne headquarters.</p>
<p>Veolia Transport in Auckland has already extended the use of Resolve to manage lost property in addition to customer feedback.</p>
<p>“We continue to see plenty of potential to expand Resolve’s uses well outside of the scope we’re currently using it for,” Ms Marjoram says. “I’d like to see us using the software to facilitate and manage market research across our database to obtain more in-depth information about our customer base.”</p>
<p>This, and much other functionality, can easily be incorporated into Resolve thanks to the customisable software that allows clients to make changes as they need them. Following the recent appointment of local Resolve distributor, Simpl, Veolia Transport will now have a partner on the ground who, if required, can provide assistance with these modifications.</p>
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<p>About Beethoven</p>
<p>Australian software development company Beethoven Computer Services has been helping clients improve their customer service since 1994. Using its software Resolve, Beethoven helps Australian and New Zealand government organisations and corporate businesses manage complaints, queries and requests for information from first contact through to resolution.</p>
<p>For more information, visit www.beethoven.com.au</p>

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