In this case study, we explore how a high-profile public transport provider relied on proactive forecasting to meet customer expectations during an unprecedented global event.
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The huge number of people who visited the city for the event
How a complexity of road closures, exclusion zones, increased security and cultural celebrations put further strain on the public transport system
The creation of a comprehensive risk management plan, including the need to address a potential national emergency
How a commitment to customer service and smart planning ensured the provider recorded an overall grade of service exceeding 90% - despite the fact call volumes were 60% above forecast including a record number of almost 7,000 calls being answered in just one day.