Customers submit complaints via an intuitive form with incident date, category, sub-category and optional vehicle/trip details. Anonymous submission is possible, and duplicates are automatically detected.
Incident date/time, category and sub-category fields
Vehicle-related: travel date, departure/arrival times, start/destination stops
Data review before submission
Duplicate refund check and automatic forwarding
Employees at info points or call centres enter cases using a guided form. Multiple PDF files and photos can be uploaded. The system assigns the case and notifies the processor by email.
Guided form: customer warranty check, trip-related toggle
Category, sub-category, free text, urgency setting
Multiple PDF and photo uploads
Automatic assignment and email notification
The responsible processor receives an email with a link to view the case. Workflows provide response templates and text modules. Cases can be forwarded if needed.
Email notification with direct case link
Response templates and text modules
Manual or automatic forwarding to colleagues
Complete case history and protocol
Responses are generated via email or letter templates. Employees can review and edit answers; customers may rate their satisfaction with the response.
Email and letter template generation
Employee review and editing workflow
Customer satisfaction rating
Used to reimburse customers' travel expenses. Customer centres select open warranty cases, choose the appropriate refund and record payments with a refund certificate.
Search open warranty cases by name or number
Refund selection based on ticket type
Payment recording and refund certificate
Track total complaints, categories, transport means, communication channels and refund amounts. Transport associations can analyse data across clients, branches, lines, stops and more.
Total complaints, categories, transport means, channels
Cross-client analysis: branches, lines, stops, tickets
Duplicate-adjusted monthly results
Customisable time periods and categories
Administrators can import timetable data, configure lines, manage categories, tickets, users, address books, templates, FAQs and surveys. Data is anonymised after a defined period; servers are located in Germany.
Timetable import, line configuration
User roles: Admin, Co-operator, LNG, VU, InfoPoint, Customer, Quality Inspector
Anonymous customer data, role-based access
German servers, data anonymisation after defined period
