NJ Transit, New Jersey’s public transportation organization, has increased customer response time, improved customer satisfaction and delivered faster, more accurate reporting on its customer service operations thanks to a solution the company began using from Salesforce.com last year.
Newark, NJ-based NJ Transit is the nation’s largest statewide public transportation system providing more than 800,000 daily trips on 240 bus routes, three light rail lines and 11 commuter rail lines. It is the third largest transit system in the country with 162 rail stations, 53 light rail stations and more than 17,000 bus stops linking major points in New Jersey, New York and Philadelphia.
San Fransciso, CA-based Salesforce.com offers on-demand business services. It’s Salesforce Service and Support implementation for NJ Transit was customized using its AppExchange. The solution allows for the integration of multiple customer contact points, which helps the organization provide more timely and consistent customer service. Customers can be confident their voices are heard and that their feedback is shared across the entire organization quickly and effectively.
The solution quickly respond to the 3,500 customer inquiries NJ Transit receives monthly via phone, e-mail, Web and letter, as well as comments and questions from customers in field offices. In addition, it united all of NJ Transit’s on-demand applications with a single data model, single security model and a single user interface, enabling employees to customize, build, run and share on-demand applications.