Challenges
The STL plays a crucial role for the citizens of Lévis, particularly with its adapted transportation service for customers with specific needs, such as attending medical appointments, going to school or work, or running everyday errands. However, managing this service posed an increasing challenge.
Facing a high volume of calls, the adapted transport division received various requests such as reservations, cancellations, or inquiries about already scheduled transports. The internal team struggled to provide a quick and consistent response, especially outside of regular business hours, which impacted user satisfaction. It became imperative to implement a solution to ensure accessible service 24/7, including weekends and holidays.
Solutions
To address these challenges, STL turned to Soluvox, recognized for its expertise in call management. Together, they developed a tailored solution to meet the specific needs of the adapted transportation clientele.
Soluvox deployed a phone line accessible 24/7, 365 days a year, allowing clients to receive immediate and personalized service. The team of agents was rigorously trained to master STL procedures, the specifics of adapted transportation, and the use of internal management tools.
Thanks to the integration of Soluvox’s internal software, agents can consult real-time transport schedules and availability. They are able to make reservations, cancellations, or handle emergencies while ensuring smooth communication with STL dispatch team. This collaboration guarantees accurate and uninterrupted service, even during high demand or unforeseen events.
Results
The collaboration between Soluvox and STL has transformed the experience for adapted transport users. Clients now receive a quick, human response tailored to their needs, no matter the time of day.
“We would like to congratulate your agents for their professionalism. The tone is always perfect. Soluvox exceeds our initial expectations. We place full trust in them for managing our evening and weekend calls. We receive unanimous feedback from our internal team; Soluvox agents are empathetic, courteous, and provide a professional quality service. You far exceed your competitors. We recommend your services without hesitation!”
Sylvain Lévesque
Director of Customer Proximity
STL has gained operational efficiency while providing peace of mind to its team, knowing that calls are handled professionally in their absence. Citizens, for their part, benefit from a reliable service that enhances their trust and satisfaction.
Since the implementation of this solution, STL has observed a significant improvement in service quality, increased customer satisfaction, and a strengthened reputation as a key player in transportation within the Lévis region.