Triangle Transit Authority

TTA Case Study

Challenge

• Needed a way to improve its handling of complaints, suggestions and other feedback from transit system users and other area residents
• The existing system was time-consuming, cumbersome and inconsistent
• Customers who reported a problem sometimes received no response

Solution

• Selected i-Sight Complaint Handling Software for its user-friendly interface and customizable workflow rules
• Complaints are now automatically routed to the appropriate manager for action
• A time filter ensures that complaints involving bus service go to the dispatcher who was on duty at the time
• The entire system is externally hosted, eliminating the need for additional server hardware and on-site system administration

Results

• Managers no longer need to worry about complaints “falling through the cracks”
• Improved customer service and faster response times
• Less time required to capture complaints and forwarding them to the appropriate personnel
• Advanced reporting tools enable Triangle Transit to better plan its operations and marketing

"i-Sight saves us time and significantly improves our ability to manage and respond to customer input."

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