Customer guarantee for transport companies

The introduction of a customer warranty for certain products and services can strengthen your customers’ trust in you and enable a better customer relationship. In addition, a customer warranty offers further advantages, especially in the internal handling of complaints and can reduce the need for time-consuming administrative processes.

By granting the guarantee, a statement is no longer required in more than 50% of cases, which means a reduction in costs per case and compensation for the increased number of complaints.

What are the objectives of a guarantee?
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    Was sind die Ziele einer Garantie?
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    Establish a realistic perception of the overall good performance of public transport among customers and non-customers.
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    Image improvement
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    Establish a realistic perception of the overall good performance of public transport among customers and non-customers.
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    Ein ausgewogenes Verhältnis zwischen finanziellem Engagement und erfolgreichem Geschäftserfolg
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    Purchase of information at a low price.
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    Support of marketing and sales activities
What improvements do customers experience with a warranty?
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    Refund of fare in case of dissatisfaction, d.h. Maximum an Akzeptanz.
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    A medium to communicate “his” information to the responsible person.
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    Faster response, as there are no more marshalling yards of complaints / information due to the clear allocation.
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    Sense of appreciation increases.
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    A uniform tool that can be used by the customer via e-mail, telephone or registration card at any location.
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    In many cases, the customer experiences a dialogue on the content of the information provided.
What are the advantages of a complaint management system for a transport company?
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    Die Bearbeitung von Beschwerden wird durch direkte Zuordnung zum „VERANTWORTLICHEN“ kostengünstiger und schneller erledigt.
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    Es geht durch die direkte Zuordnung keine Beschwerde / Information verloren.
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    In Echtzeit erhalten Sie Informationen, z.B.  was ist wo zu welcher Zeit passiert, Gefahrenmeldungen, veränderten Abläufe.
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    Jeder Mitarbeiter der mit dem System vertraut ist, kann Informationen über den Status eines Kundendialogs mitteilen.
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    Verbesserte Koordination mit Verantwortlichen Abteilungen und Verkehrsunternehmen.
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    Durch Aufzeigen der Missstände aus Sicht des Kunden ist ein effizienter Einsatz von Investitionen und Kapazitäten in der Qualitätsoptimierung möglich.
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    Messgrößen für die Leistungen Ihrer Lieferanten z.B. im Bereich der Sauberkeit usw.
What improvements does a complaint management system bring for employees?
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    Through structured entries in the system at the service point, responsibilities and competencies are clearly clarified, no search for allocation by employees on site. By entering the situation, the assignment is made automatically.
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    The entries must be made in the same form everywhere. Training times are reduced.
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    Every employee receives the e-mails that really concern him. “jurisdictional tangle” is restricted.
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    The motivation of employees will increase because complaints are perceived as an opportunity, not a burden.
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    Whether operation, administration etc. each area is also positive measurable.

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