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Customer Services: Cofiroute USA has set the gold standard for toll road customer service, including being highly ranked by Purdue University's Center for Customer-Driven Quality and receiving the Award for Excellence and Innovation in Customer Service from the IBTTA (International Bridge, Tunnel and Turnpike Association).
In the increasingly-automated toll community of today, effective customer relationship management requires the development of multiple avenues for customer support and feedback. Direct interaction at the toll booth is no longer sufficient for managing customers. Cofiroute USA offers a full range of customer communication protocols from standard mail, phone and fax to interactive websites for account information and management.
Today’s toll road customers live in a world of “real-time” information and services. In order to meet the customer’s expectations, toll road customer service must provide information and assistance in “real-time.” As part of its continual improvement process, Cofiroute USA looks beyond the tolling industry to incorporate customer service best practices from other industries which may be familiar to its customers. Achieving the highest level of customer satisfaction is our mission and promise.
Violation Enforcement: Cofiroute USA is an industry leader in Violations Processing in an Open Road Tolling Environment and our solution offers a highly-trained team which is capable of accurately assigning, generating, mailing and resolving thousands of violations on a daily basis.
Violation Enforcement has two main goals – Customer Equity and Revenue Protection. Customers must feel that they are getting value for their toll trips and that everyone must pay. In addition, as public agencies, most toll agencies have a duty to attempt to collect all funds owed. Cofiroute USA works with its clients to develop a set of violation business rules and procedures which allow the optimal combination of customer equity and revenue protection.
Public Relations and Marketing: Cofiroute USA is able to provide turnkey marketing solutions to meet its client’s objectives. These skills and services include: defining of marketing objectives, developing appropriate plans, building marketing partnerships, leading outreach programs and analyzing feedback.
When asked, the majority of toll agencies will respond that Public Outreach is the most important element to stakeholder acceptance for both new and continuing toll operations. The concept of tolling roads and highways is often met with passionate opposition. In Cofiroute USA’s experience much of this opposition is borne out of ineffective education programs. The primary goal must be to demonstrate to the various stakeholders the direct benefits a toll road will bring to them.
To that end, Cofiroute USA has developed a company philosophy of public education and outreach. Each team member believes in tolling as a concept and understands their role in customer education and customer satisfaction.
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