RNR Consulting was hired by the Antelope Valley Transit Authority (AVTA) to assist in the implementation of the Trapeze COM solution. Trapeze COM is a Customer Service Management System that allows transit authorities to efficiently manage customer feedback and complaints. As part of this initiative, RNR Consulting reviewed AVTA’s existing paper based customer service management processes and identified customer feedback types (commendations, complaints, inquiries and lost and found queries). We then facilitated a round table meeting with key stakeholders to delineate various sub-types within each primary type of customer feedback. RNR Consulting then assigned responsible departments to handle each feedback sub-type and group. We also created an escalation group comprised of AVTA customer service management to receive emails in case of outstanding unresolved customer feedback.

After the Trapeze COM suite was installed at AVTA, RNR Consulting conducted comprehensive training sessions for customer service representatives, feedback investigators, and super users on their respective responsibilities and system functions. Upon successful implementation and “go-live”, RNR Consulting provided post-implementation support to ensure effective utilization of the system and troubleshooting of outstanding issues.