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Columbus City Schools: Real-Time Answers Meet Customer Service Needs
Steve Simmons - Director of Transportation Services - Columbus City Schools
The Columbus City Schools Transportation Call Center receives between 1,100-1,300 telephone calls every school day. When you consider that their school bus fleet services18,000 bus stops every school day you can start to appreciate the magnitude of the logistical issues faced and questions asked daily.In the morning, the call center receives calls from parents asking, "where is my bus?" In the afternoon, the calls from parents are about "where is my child?" With Zonar, the whole customer service equation has changed.
Now when parents call, the call center can locate in real-time the bus on its route, determine if and what time a stop was made and adjust pick-up when appropriate. The vast majority of the time, the route and timing were followed and having that information in real-time changes the dynamics of the call.
The school principals are Transportation Departments' "other" customers alongside parents. With Zonar the principal has access to up-to-date information on bus arrivals. Many of the Columbus City Schools principals have chosen to "self-serve" by accessing this information through Zonar because it is accurate and so easy to use. In the event of a delay, the call center is able to alert the principal and ensure the children are not charged with a tardy.
Ensuring the child gets to school is the goal and with Zonar the Transportation Department has more cost-effective options available to achieve its mission.
Click here to read more.
Columbus City Schools, Transportation: Provides pupil transportation for 31,000 students with a fleet of 764 buses. They use Zonar EVIR® Pre- and Post-Trip Inspection, K12 HD-GPS and Ground Traffic Control. www.columbus.k12.oh.us
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