Assembly You on Your Phrases and on Time


By Brent Blake, President, Acendas Journey

It’s been mentioned: “What will get measured, will get managed.”

It’s a easy, but highly effective idea we will apply throughout a large spectrum of our lives. From a enterprise perspective, firms are always enhancing information assortment to establish how they could higher measure efficiency, thus resulting in improved administration of their operations. 

Information Mining

By way of journey, I would not have to inform you there was a knowledge explosion. With hundreds of thousands of individuals shifting all over the world each day, there’s a mind-boggling information set being created every minute. Information is definitely half and parcel to Acendas Journey’s operations. Simply after we suppose we’ve found gold by constructing a greater mousetrap, we up our recreation by creating new sources of knowledge that we will act on to enhance our service that rather more. It’s a steady course of.

Over the previous few months, Acendas Journey has been transitioning to a brand new telecom platform. I understand that on the floor that most likely doesn’t create a lot pleasure. Nonetheless, the brand new platform has allowed us to take our information, consider our efficiency, after which design and implement processes to higher serve you. The consequence has been:

  • Extra choices to speak with you (textual content, chat, cellphone, electronic mail – of which the info is built-in)
  • Extra well timed interplay with you (together with decrease to non-existent on-hold/response instances) 
  • A number of proactive communication assets when it comes to journey alerts and schedule adjustments; and 
  • Enhanced personalization in order that if you attain out to us, we all know who you might be, the place you’re going and the place you could have been prior to now

Enhancing the Traveler Expertise

This omnichannel platform additionally integrates with our different applied sciences to boost the journey expertise. Final month we rolled out Mission Management ReRoute. This alert system permits a traveler to rebook journey through textual content that has both been considerably delayed or canceled. The expertise additionally gives a chat function that establishes customers as the best of priorities for service from our crew.

In just some brief weeks since implementation, we’ve got seen the advantages of our new communications platform. We’re most excited by what it has meant to the traveler. The suggestions has allowed us to additional advantageous tune our processes. We noticed simply how invaluable this was when a current snow and ice storm hit a significant portion of the nation. On one explicit day, there have been 1,044 consumer communications: Calls – 546; Callbacks – 316; Emails – 91; Chats 91. Which means over the 12 hours of operations, there have been 1.45 contacts per minute. With out our new communications useful resource, we’d not have been in a position to ship the excessive stage of service that we did.

Seeing is Believing

For a extra detailed clarification of this platform and the way it works, I encourage you to look at this video that includes Acendas Journey SVP Joe Curtis and our Director of IT Dan DeSive. Click on right here.

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