StableLogic has successfully completed a contact center and customer experience review of multinational coach operator MegaBus. Megabus operate multinational bus services, which are particularly popular with students and other young people.
StableLogic were appointed to review the key customer communications challenges and to develop long term solutions. The major issues included the multiple communication channels used by customers and the need to operate in multiple languages. Prior to our involvement, the primary communication channels were telephone calls into the call center and Twitter.
Scope
The scope of the review included the following:
- Contact Center
- Web Site
- Apps
- Social Media
- Ticketing
- SMS
Scope
StableLogic’s role was to map the entire customer experience. A key part of the project was to research the current service with customers and employees, including interviewing customers across many different countries. Finally, StableLogic undertook a detailed analysis, developed a series of options and made recommendations on a future strategy.
MegaBus have worked hard to develop their low cost, high quality, international bus network. Communicating with thousands of customers, in different countries, each in their own language was a substantial communication challenge. StableLogic interviewed both customers and employees across the network to understand their requirements and to design the future communication strategy to meet their needs.
Joel Barnett, Project Sponsor
As an example of a typical challenge, advising a customer from China, who may be travelling in France, on a flexible ticket that there has been a change to the schedule, for example due to poor traffic conditions.
The Solution
StableLogic worked closely with MegaBus to design a comprehensive communications and customer experience strategy. This comprises all areas of customer contact and resulted in a long term plan, to be implemented over many years. When fully implemented, MegaBus are expecting a substantial improvement in customer experience.
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