As you embark on the sometimes challenging and time-consuming process of a software implementation, Ecolane wants to help head off as many obstacles to success as possible. The most important factor for a positive implementation experience is communication. Our team stresses from the kick-off of a project that communication to clients is crucial to success.
Like any other business change, implementing new transit software is easy in theory, but requires time and important resources. Success is often related to how much your staff and customers understand the new system. You can easily end up exchanging your new software’s benefits with poor adoption rates, unhappy customers, and other major headaches.
Most transit agencies realize the importance of notifying and training their staff for new transit software, but we want to be sure that every agency is aware of the significance of riders being aware of a change and how it will affect them.
Changes in the reservation process – Much of your client base is used to the reservation process of your existing legacy system. So, as your Ecolane implementation happens, when Mrs. Smith calls for her usual trip, the reservationist will be asking her new questions. This is the perfect time to inform clients of the change and how they will make the process more efficient and accurate moving forward.
Changes in pick-up/drop-off times – As schedules become more efficient, longtime riders who are used to being picked up and dropped off at the exact same time may see a change in those times. This is important to communicate to clients ahead of time, not only so they can adjust their schedules accordingly, but so they are ready and waiting at the new time a driver is set to arrive. In this instance, an agency can explain to clients that they are not reducing the quality of service, but improving the ability to serve the community at a broader scale.
Changes in the enforcement of existing policies – Every transit agency offers documented operational policies to its riders. An example of this may be a suspension of ride privileges after a certain number of no-shows for trips. With the real-time data Ecolane provides, this information reaches management faster and can therefore be enforced almost immediately. This may be a change for some of the client base, and it is important they understand how this may affect them moving forward.
Because the transit industry is so dynamic, it is critical to the success of your business to include customers on all changes relative to and resulting from the new software implementation. These changes not only affect how your business operates, but also how your customers plan ahead. Leaving your customers in the lurch can result in customers who are confused about the new scheduling procedure, frustrated with changes they know nothing about, customers who miss pick-ups and drop-offs, and eventually as a result, perhaps lost customers. But this can be avoided by simply keeping an ongoing communication and discussion with riders before, during, and after a new software implementation.
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Ashley is an avid sports fan. She watches most national sports, played soccer for 16 years, and has coached several youth leagues over the years.