In the fast lane

Meinfernbus Flixbus not only expands its route network, but uses latest technologies in customer service

Overview

Industry: Transport

Customer since: October 2015

Region: Europe

Staff: 500

User: 11 millionen

Summary:
The incorporation of the companies Flixbus and MeinFernbus to the largest private coach transport in Germany carries around half of all coach passengers in this country.

OMQ self service in use

In the constantly growing coach transport industry MeinFernbus and Flixbus, the two biggest providers have merged. As the market leader, the two companies have not only the objective of providing a Europe-wide comprehensive route network at a fair price, but also constantly expand their customer service. Their customers should not only get the best customer experience while driving but also outside the drive. For that reason the latest technologies are used to reduce and edit customer requests quickly.

Realisation

The contact form for MeinFernbus Flixbus was individually designed by OMQ. By using this form customer dialogue grows while providing an optimal customer communication. With the integration of OMQ self service standardised requests can be automatically answered and queries reduced. The dynamic form was directly connected with the solution field. Once the customer fills this out immediately, directly related information are interrogated in real time.

Flixbus screenshot customer self service website

Due to the peculiar constellation between MeinFernbus and Flixbus, the main knowledge base is ideal for the two different brands. The knowledge of the two companies is centrally controlled and is always at disposal. The frequently similar information is professionally displayed with the respective brand style.

Advancement

With the use of OMQ self service the amount of the incoming requests is reduced. The drop-down menu, which was specifically developed for the contact form, enables the customer to choose a standardised subject. The displayed solutions are even more specific due to the precise classification. at the same time the category selection is the basis of the automatic routing. It is assured that a sent request will appear in the correct folder of the ticket system and it can be edited as quickly as possible. The additional request for more information about dynamic forms reduces the amount of queries. This not only increases the speed and quality in the support department but also the customer satisfaction with the service offered.