Designing, implementing, and managing the process for the compensation of transport tickets affected by the mobility restrictions of the Covid-19 pandemic.

Netboss Comunicaciones helps the Metropolitan Transport Authority of Barcelona to manage the compensation of transport tickets which have expired without their use being possible owing to the mobility restrictions imposed during the Covid-19 pandemic.

The client:

The Metropolitan Transport Authority (Autoritat del Transport Metropolità, ATM) is a voluntary inter-administrative consortium which can be joined by all administrations of public transport services. The consortium administrations are the Generalitat de Catalunya (51%) and local administrations (49%), which are the Barcelona City Council, the Área Metropolitana de Barcelona (AMB), and the Association of Municipalities for Mobility and Urban Transport (Associació de Municipis per la Mobilitat i el Transport Urbà, AMTU). +info: https://www.atm.cat

The challenge:

During the de-escalation of the confinement owing to Covid-19, the ATM needed support to manage citizen demand for its transport tickets which had expired without it being possible to use them fully. It was a case of implementing a system for gathering information, verifying all data, and calculating the balance of trips to be compensated for each citizen; a rapid and safe system so as to identify and respond to each of the applications.

The solution:

Netboss provided the designing, the implementation, and the putting into operation of a platform to serve as a solution for all the stages of the process of the management for compensating the balance of lost trips during the state of alert: making it easy for citizens to send the necessary information to check, classify, process, and arrange the data, notification of the situation of the application, telephone attention, and the generation and sending of the remittance for the distribution of the compensatory tickets at the recovery points each citizen has selected.
Our solution has included:

Implementation of CRM for the project – Configuration and parametrisation.
Designing of Internet application forms for the management of the applications for compensation and integration with the CRM of the project (personalised interface).
Comprehensive management of the notifications with the end customer and other suppliers through the CRM.
Back-office management with Netboss personnel.
Daily service reports.

Transformation:

In this Project we have:

Helped our client by designing processes and an operation capable of giving answers to a problem which could be resolved internally with its internal resources.
Provided an operative response in record time. The client needed to respond to these specific needs in 3 weeks. It needed a Contact Center in Spanish and Catalan so as to provide a response to citizens’ needs for information on the project; and it needed BackOffice equipment for the management of the documentation provided by the citizen. All this with a CRM platform with which we have administered comprehensively all the operations and in which our Kairos365SCH platform has turned out to be an essential strategic part of the project.