Walking into Transdev’s Operations Control Centre (OCC) in the middle of peak hour is like watching a well-oiled machine in action. The air crackles with the sound of radio static, screens flash and strobe as they refresh with updates on road conditions and officers buzz with activity as they help bus drivers negotiate traffic and keep our services running on time.
Amid the frenetic pace, getting timely and accurate information about unplanned disruptions to passengers can sometimes prove a challenge. However, Transdev recently appointed two dedicated Customer Communications Officers who are based in the OCC and whose primary focus is to assist customers in real time via Twitter and our website.
Between 6am and 7pm on weekdays, Harry Brown and Emmanuelle Brizuela monitor Transdev’s Twitter account, responding to questions in real time and offering customers information to help them make informed decisions about their travel.
Having dedicated customer-focused staff based in our OCC allows them to develop a deeper understanding of the current network conditions so they can provide accurate and timely information.
Some of the most common enquiries handled by the Customer Communications Officers include helping customers locate lost property and find alternative and connecting services during unplanned disruptions.
Both Customer Communication Officers come from strong customer service backgrounds and have prior experience working in fast paced environments.
“We don’t just provide a bus service, we help people get to school, get to an appointment or important meeting and home to see their families. When incidents occur that cause delays, it can be frustrating.”
“It’s really rewarding to be able to quickly investigate customer issues, identify a solution and respond so we can keep our customers moving. When a customer tweets back to say thanks or likes my reply I know I have played a role in making their day easier” says Emmanuelle.
The two new customer communications roles are part of our ongoing commitment to improving the customer experience. In late 2020, Transdev launched a new disruption management system allowing OCC staff to provide customers with information about unplanned disruptions on the network.
The system generates Tweets and email notifications about unplanned incidents that may impact a passenger’s journey, allowing passengers to make informed choices. This is vital in helping keep passengers safe and informed and to manage anxiety related to delays and disruptions.