Driving Better Customer Service with Big Data

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Information about Driving Better Customer Service with Big Data

Published on February 20, 2014

Author: Ideba

Source: slideshare.net


Infographic created for Microsoft Services, telling the story of how the Toronto Transit Commission was able to deliver enhanced customer service and increased efficiencies with help from Microsot Services.

Driving better customer service with big data The Wheel-Trans service 2.9M passengers carried in 2012 Cost for Wheel-Trans projected to grow to $115M by 2015 Greater Toronto Area (GTA) transportation overview 5,794 TTC is the third largest public transport system in North America after Mexico City (1609M riders) and NYC (1655M riders) TTC covered 239,432,700 kilometers in 2012. The equivalent of 5,794 trips around the world 514M 23.3% of commuters in the GTA travel to their job by public transportation 69.9% unique rides in 2012 of GTA commuters drive; down from 71.1% in 2006 Sources: TTC; Cambridge News; The Star (2012); Review of Wheel-Trans Services, 2012 (TTC) Toronto Transit Commission delivers enhanced customer service and increased efficiencies with help from Microsoft Services The Toronto Transit Commission has to battle with constantly changing traffic conditions, that impact scheduling and how efficiently the service can operate. Previously, this led to fragmented scheduling based on management systems from multiple vendors and manual paper-based logs, and a lack of real-time data. The net result of the Toronto Transit Commission’s engagement with Microsoft Consulting Services was an optimized system that increased operational efficiencies, transporting more people that rely on the 200 Wheel-Trans vehicles, while vastly improving the level of customer service. The integrated solution developed by Microsoft Consulting Services includes dynamic scheduling, automatically scheduling and assigning runs to drivers on an as-needed basis from online and phone reservations. “When it comes to a return on investment for enabling this piece of infrastructure, I believe we get it immediately—especially when ensuring that we have a reliable service for our Wheel-Trans customers.” —Anthony Iannucci, CIO To read the case study in full, click here.

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