The Greater Dayton Regional Transit Authority (OH) is using online customer service software to connect with riders who have comments or complaints. The Comments and Concerns program lets people send a suggestion, compliment, or concern to the RTA. The software routes each comment to the appropriate staffer for a response. “After the commendation or complaint is submitted, it can be tracked and reports can be generated,” said RTA IT business analyst Tom Saltsman. “Complaint response target dates can also be set for resolution and a tickler file message is created to remind the responsible person.” Link to full story in Mass Transit.
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