RGRTA Optimizes Service for Public Transportation Customers with New CRM Solution from Swallow Information Systems.Business/Technology Editors BEVERLY, Mass.--(BUSINESS WIRE)--Aug. 12, 2002 Transit Company Chooses CHARTER continuum(TM) Software for Managing Passenger Communications The Rochester-Genesee Regional Transportation Authority The Rochester-Genesee Regional Transportation Authority (RGRTA) is a public benefit organization which provides transportation services in the area in and around Rochester, New York. (RGRTA RGRTA Rochester-Genesee Regional Transportation Authority ) has announced that it will deploy CHARTER continuum(TM), a comprehensive CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. software application from Swallow swallow, common name for small perching birds of almost worldwide distribution. There are about 100 species of swallows, including the martins, which belong to the same family. Swallows have long, narrow wings, forked tails, and weak feet. Information Systems. RGRTA recently signed contracts to install the solution at its Rochester, New York This article is about the city of Rochester in Monroe County. For the town in Ulster County, see Rochester, Ulster County, New York. Rochester, once known as The Flour City, and more recently as The Flower City or headquarters. Established in 1969, RGRTA oversees public transportation in the city of Rochester and five surrounding counties, transporting more than 45,000 passengers daily by way of buses. CHARTER continuum(TM) will serve as an essential tool in enhancing the service to these customers. RGRTA currently relies on a homegrown home·grown adj. 1. Raised or grown at home. 2. Originating in or characteristic of a locality: "Rock is homegrown music in the United States, evolved from blues and country and Tin Pan Alley" system for handling customer communications. The organization decided that it needed a more functional platform for managing and reporting on customer complaints, suggestions, compliments, and inquiries. Thirty concurrent users In computer science, the number of concurrent users for a resource in a location, with the location being a computing network or a single computer, refers to the total number of people using the resource at the same time. will be licensed to use CHARTER continuum(TM) in the Rochester-based contact center. The system will be used to manage the 7,500 contacts RGRTA receives from its customers each month. Customer feedback is received via phone, fax, mail, and email. CHARTER continuum(TM) is a modular system that was designed specifically for customer-facing departments. CHARTER manager, the central module within CHARTER continuum(TM), will be used by RGRTA's customer service team to log, track, and manage customer feedback. CHARTER scanner will enable RGRTA to store customer documents electronically, eliminating the need for hard copy filing and allowing agents faster access to all relevant communications. All customer correspondence will be stored against the contact within CHARTER continuum(TM). This will greatly reduce customer wait time and streamline the overall service process. The reporting capabilities offered by CHARTER continuum(TM) will enable RGRTA to derive insight from customer feedback and introduce further service improvements. The reporting module within CHARTER continuum(TM) is powered by BusinessObjects(R) software, which provides superior analysis and reporting functions so that companies can make the most of their customer data. "Customer service is an integral aspect of RGRTA's business. CHARTER continuum(TM) will enable us to provide unparalleled customer service, and initiate better passenger services going forward," said Anne Wallace, director of customer service for RGRTA. "With CHARTER continuum(TM) we will be able to extract vital information from the feedback gathered in the customer service process. This will allow us further insight into our organization and a more comprehensive view of our passenger base," said Wallace. "Using CHARTER continuum(TM), RGRTA will encourage a much closer dialogue with their customers, which will ensure better satisfaction and loyalty," said Bill Bostridge, senior vice president of Swallow Information Systems. "Our company is excited to be working with RGRTA, and we are certain that our software will add value to their organization for years to come," said Bostridge. NOTES TO EDITORS Swallow Information Systems is a leading global provider of consumer-to-business Customer Management software and services designed specifically for Consumer Affairs, Customer Services, Guest Relations, and other customer-facing personnel. Building on more than 12 years of industry experience, Swallow Information Systems assists companies worldwide to effectively deliver on their CRM (Customer Relationship Management) strategy by providing them with a comprehensive software solution. CHARTER continuum(TM) provides organizations with a true competitive advantage by managing all forms of consumer feedback in one centralized system In telecommunications, a centralized system is one in which most communications are routed through one or more major central hubs. Such a system allows certain functions to be concentrated in the system's hubs, freeing up resources in the peripheral units. . By utilizing our solution, our customers have experienced improved loyalty, increased customer retention, and a rapid return on their investment. With an emphasis on the travel and transport sector, Swallow Information Systems' customers include Hawaiian Airlines Hawaiian Airlines is the 11th largest commercial airline in the United States. It is the largest airline based in the State of Hawai'i and is commonly referred to by the acronym "HAL". , First Choice Travel Group, London Underground The London Underground is an underground railway system - also known as a rapid transit system - that serves a large part of Greater London, United Kingdom and some neighbouring areas. It is the world's oldest underground system, and is one of the longest in terms of route length. , ScotRail, Midland Mainland, Wales Wales, Welsh Cymru, western peninsula and political division (principality) of Great Britain (1991 pop. 2,798,200), 8,016 sq mi (20,761 sq km), west of England; politically united with England since 1536. The capital is Cardiff. & Borders, Air 2000, Thameslink, and London Buses. More than 50% of the UK's rail companies are currently using Swallow Information Systems' solutions. CHARTER continuum(TM) incorporates the powerful, customizable reporting capabilities of BusinessObjects(R), which allows companies to analyze their customer feedback and identify trends. CHARTER continuum(TM) also incorporates a flexible diary management system and a call logging wizard Instructional help in an application or system development environment that guides the user through a series of multiple choice questions to accomplish a task. For the most part, wizards are more effective than the help menus found in most applications, which often border on the atrocious. to increase the accuracy of records. Swallow Information Systems also provides Customer Relationship Management application integration and consulting services Noun 1. consulting service - service provided by a professional advisor (e.g., a lawyer or doctor or CPA etc.) service - work done by one person or group that benefits another; "budget separately for goods and services" , enabling companies to incorporate their customer feedback strategy into their overall corporate vision. Swallow Information Systems was founded in 1990 and has headquarters in Beverly, USA and Walton-on-Thames, UK. For inquiries, please call (800) 647-9460 or write to marketing@swallow-us.com. Visit us on the web at www.swallow.com. |
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