The Transit Trifecta.

1. THE TRANSIT TRIFECTA
WHAT DO YOUR CUSTOMERS
CARE ABOUT MOST?
1) SAFETY
2) REAL-TIME COMMUNICATION
3) ADVANCED TECHNOLOGY

2. She gets out her phone and tweets at @utopiantransit to let
them know how disappointed she is. If you don’t have the
ability as an agency to clean your buses, she is afraid none
of the regular maintenance is being properly completed.
CHAPTER 1 The Incident
Hazel, 24, is taking the Utopian Transit
bus to the mall to visit friends. She goes
to sit down, but notices gum on the seat.
Unfortunately, it is a busy Saturday and
there are no more remaining seats.

3. CHAPTER 2 Real-time Communication
Unbeknownst to Hazel, Tamara is on the other side of that
tweet and is quick to respond. Within minutes, Hazel gets
a private message from @utopiantransit:
Tamarareceives
the proper
information
and is able
to use that
to determine
exactly which
bus has gum
on the seat.
She is able to
open a ticket
allowing Jim,
the investigator,
to assess the
situation and
determine
proper actions.
@HazelboBazel Sorry this happened. Could you
please provide the bus number, stop you got on
and time of the recorded incident?
Utopian Transit
@utopiantransit
Hazel promptly responds and shortly thereafter arrives at the mall and
can’t wait to tell her friends about the gum and Twitter interaction.
New Ticket SUBMIT

4. CHAPTER 3 The Screw is Loose — Safety
After the bus takes a break to refuel, Jim
is able to be onsite and inspect the bus.
Upon doing so, he notices a few other things, like a
loose screw on a seat that need to be fixed before
the bus can venture back out onto the road.

5. Jim is able to
change the info
and status of the
ticket to reflect the
situation. Luckily
it isn’t anything
major, but the fixes
cause the bus to
be suspended until
repairs are made.
This creates an alert for Bobby working
in operations and he is able to send out
a bus from the spare fleet to cover bus
42 and continue the route for the day.
The alert also made Susan from
maintenance aware of work that
will be coming in later in the day.

6. CHAPTER 4 The Fix
After a day of shopping, Hazel is so tired
she doesn’t even have a chance to think
about the bus situation. Luckily, she thinks,
I get a ride home from a friend today.
Before Susan is done for the day she is able to get
the gum off the seat, fix the loose screw and the
other small issues present in the ticket. She modifies
the ticket to show all fixes have been made.
Fix Complete SUBMIT

7. CHAPTER 5 The Trifecta Completed — Advanced Technology
The next day, Tamara
comes into work early
and notices the status
of the ticket from the
gum incident has
been modified. After
a quick read through
of everything that
happened, she closes
the ticket and jumps
on Twitter.
Hazel finishes reading this and starts to smile. She meant the tweet to be mean
and to warn others to try and avoid using public transportation. This morning,
she woke up on the other side of the bed and now has appreciation for an agency
that listens. This is an agency that cares about safety, real-time communication
and advanced technology.
Close Ticket SUBMIT
@HazelboBazel Just wanted to let you know
the gum has been removed from the seat. Also,
we noticed a few other things and fixed them as
well. Thanks for the help
Utopian Transit
@utopiantransit

8. SELF EVALUATION
1. WOULD YOUR AGENCY BE ABLE TO REACT THIS QUICKLY?
2. HOW FAR IN THE COMPLAINT WOULD YOU BE ABLE TO GET?
3. HOW LONG WOULD IT ACTUALLY TAKE YOU TO GET THIS JOB DONE?
4. SURPRISED BY YOUR ANSWERS?
Contact us to find out how your agency can have this
scenario play out this quickly and easy for you.