BART Social Customer Service 2018-06-26T15:20:52+00:00

Project Description

Bay Area Rapid Transit (BART)

Smooth Transition & High Adoption of New Customer Service Solution

Bay Area Rapid Transit (BART) offers more than public transportation for millions of residents in the Greater San Francisco area. BART also leases space on their right-of-way for cell phone towers and fiber-optic cable, and were seeking a way to manage the sales and renewal processes of this land usage, in addition to managing contract expirations.

P.S developed a solution that enabled a transition from a legacy system in an efficient & effective way. Migrating the Customer Service team away from a homegrown system to the Service Cloud provided numerous benefits. 

  • Successful launch facilitated by Change Management and Training Services
  • Existing processes were not hindered by transition
  • Automated reporting gave 360 view into case loads and management visibility in customer service
  • Streamlined case escalations & workflows to ensure best customer service
  • Allowed access to 20yrs of legacy case and customer data
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