Xerox plans to enhance the customer experience for patrons that use the New Jersey E-ZPass Group.
The New Jersey E-ZPass Group recently awarded Xerox an eight-year contract to enhance its E-ZPass® System customer support. Xerox will provide a state-of-the-art customer service center, violations processing, and financial back-office services for the New Jersey E-ZPass System.
Once fully operational, drivers will be able to contact support representatives through phone, e-mail, fax, a mobile application, web and online chat functions. What’s more, all customer correspondence will be presented in a single, dynamic dashboard, allowing agents to view past customer information and tailor the support as needed.
As one of the largest tolling facilities in the country, the New Jersey E-ZPass System processed more than 608 million electronic toll transactions in 2015, and manages 2.5 million active accounts and 5 million active transponders. The New Jersey Turnpike Authority is the lead agency of the New Jersey E-ZPass Group.
Xerox is a leading provider of transportation technology services worldwide, including tolling, parking, mass transit and photo enforcement services, supporting governments in more than 30 countries.
Loyalty360 caught up with Don Hubicki, group president, Xerox State Government Services, to find out more about how Xerox plans to raise the customer experience for New Jersey E-ZPass patrons.
What factors prompted Xerox to partner with the New Jersey E-ZPass System and how will it enhance the company’s overall CX?
Hubicki: Xerox has a long history of providing toll services and E-ZPass Customer Service Center operations to the New Jersey Turnpike Authority, and we saw an opportunity to advance our partnership by enhancing the customer service offerings, violations processing, and financial back-office support for the system. Our enhanced customer support system and our tolling software are well-suited and specifically designed to meet the varied demands of the Authority’s ever-expanding customer base, giving an already strong brand even greater significance to customers.
How will these things impact customer engagement with the New Jersey E-ZPass system?
Hubicki: The E-ZPass Customer Service Center is designed to accommodate the evolution of customer preferences and behaviors, optimizing the application of advanced communications channels. This way, drivers will be able to access support in the ways they prefer, such as mobile apps or chat functions, while others who prefer to speak with a live agent can do so. No matter how a customer reaches out to us, all the information and correspondence will be captured in a single place, optimizing our ability to deliver quality, timely support and giving the Authority a truly transparent and dynamic dashboard “window” into the entire operation.
CX is seen as such key differentiator for brands today. How does Xerox view CX?
Hubicki: As the Internet of Things continues to expand, all of our devices will be connected and issues will be remotely diagnosed and fixed – sometimes by humans and sometimes by artificial intelligence and automation. Automated Intelligence and human agents will become better connected, integrated, and seamless. They will work together to provide the best, most consistent service possible. Ultimately, the best customer service is driven by great back-end systems – the parts never seen by the customer. The back-end is what makes the front-end work.
At Xerox, what are you most proud of?
Hubicki: Xerox is, first and foremost, focused on the customer. We continuously work with our clients to look for new ways to improve our service to them and, ultimately, the clients’ service to their customers.