1. Delivering Rapid Improvements in Customer
Service and Revenue for Transit
Transit authorities face many challenges, including rising customer expectations,
the need to deliver consistent operations, and the need to improve financial
performance. To address these challenges, leading transit authorities are turning
to Oracle to deliver effective, cost-efficient improvements in customer service and
to provide leading edge marketing and outreach services to the public.
Solution Overview
In recent years, the proliferation of communication technology has dramatically changed
customer expectations. Customers expect the ability to interact (i.e. communicate, express
preference, comment when service expectations are not met) without the need to make a
phone call. In addition, customers expect timely, relevant communication on matters of
importance and convenience to them.
To provide this level of modern service, Oracle has developed an integrated customer service
platform specifically designed for transit authorities. This solution has been implemented by
leading transit authorities in North America and provides:
» A new contact center to facilitate customer/agent interactions
» Integrated social media technologies to listen, connect, and receive information from
customers
» Leading edge marketing and outreach services to increase both transit and non-transit
related revenues
Fast and Accurate Customer Service
Transit authorities serve the bulk of customers during a small number of peak hours. When
weather or mechanical issues arise, inquiry rates rise dramatically. Workforce challenges
including a limited number of resources, training for new employees, and new skill
requirements also present difficulties. These environmental factors, combined with
O R A C L E C U S T O M E R
E X P E R I E N C E S O L U T I O N F O R
T R A N S I T
• Implemented by leading transit
authorities in North America
• Implemented by partners with
deep transit domain expertise
• Managed and hosted in a
secure, robust cloud services
environment
• Priced on a per-user basis to
minimize capital expenditures
F A S T A N D A C C U R A T E
C U S T O M E R S E R V I C E :
• Multi-channel customer support
• Robust agent desktop to tools
to provide fast and customer
service
• Powerful self service tools to
reduce incoming call volumes
• Advanced management
reporting capabilities to identify
areas for staff/agency
performance improvement

2. C O N N E C T W I T H U S
blogs.oracle.com/oracle
facebook.com/oracle
twitter.com/oracle
oracle.com
F O R M O R E I N F O R M A T I O N
Contact: 1.800.ORACLE1
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. Oracle and Java are registered trademarks
of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. 0115
increasing customer expectations, necessitate improved productivity tools for agents to keep
pace with customer service demand.
Our Customer Experience for Transit Solution provides robust agent desktop tools including a
search-friendly knowledge base, scripting, and hot-keys to accelerate response to customer
service requests across channels (e.g. phone, text, email, chat). The solution also features a
customer facing portal that can be integrated into your existing website. Portal features like
dynamic search and incident management promote self service, reduce the number of
incoming calls, and streamline agent interactions. The result is fast, accurate and consistent
customer service.
Enhanced Communication
Responsiveness to customer issues and preferences helps build customer loyalty and
enhances the reputation of the transit authority. A strong social media presence helps reduce
incoming calls and complaints, and extends courtesy to customers in the event of service
delays, outages, and emergencies so that customers can appropriately plan and react to
these events.
Our Customer Experience for Transit Solution features an “outlook style”, calendar-driven
user interface to schedule both ad-hoc and scheduled communications to customers.
Through the use of this tool, brand-consistent information can be disseminated across all
major social networks from a single user interface, eliminating the need to maintain multiple,
“social silos.” The solution also features advanced “listening” technology to capture customer
sentiment across social brands, analyze the feedback, and “re-post” response to the
customer.
Increased Revenue
Increasing revenue is vital to the financial health of the transit authority. Our Customer
Experience for Transit Solution features robust marketing and outreach services to retain
existing customers, attract new customers, increase sales to existing customers, and
increase non-transit revenues.
The solution enables users to aggregate data from in-house and third party data sources
(including actionable information on over 700 million customer profiles). From these profiles,
personalized marketing campaigns can be delivered (e.g. an email campaign to promote off-
peak utilization on a particular route, a text campaign to promote concession purchases, a
social campaign to promote pre-pay and auto-refill methods of payment). The solution is
backed by management reporting tools that can be used to measure the outcomes, cost, and
return on investment for the sales campaigns.
Rapid, Low-Cost Delivery
Our solution is implemented by certified technology partners with deep transit domain
expertise. The solution has received top honors form independent observers including
Gartner, Jupiter, Research, and Nucleus – as well as numerous leading other publications.
The solution is managed and hosted in a secure, robust cloud services environment, and
priced on a per-user basis to minimize capital expenditures. Customers have achieved
success with this solution in as little as six weeks from the project start date.
E N H A N C E D C O M M U N I C A T I O N :
• Drag and drop, calendar driven,
user interface to create and
distribute social content
• Single user interface to
communicate information across
all major social brands
• Inbound integration with CRM to
listen and respond to customer
feedback
I N C R E A S E D R E V E N U E
• Aggregated in-house and third
party data sources to build
target marketing audiences (e.g.
geographic or demographic
segments)
• Personalized and contextualized
customer experiences across
channels
• Ability to analyze sales and
marketing campaign
performance
S O L U T I O N I N F O R M A T I O N
• To learn more about our
Customer Experience for Transit
Solution, please visit our
solution factory at:
https://www……..