Mobility solutions and services provider Emovis, part of Abertis Mobility Services, has announced that it has embarked on a five-year customer service operations partnership with toll operator Florida Turnpike Enterprise (FTE) to develop low-effort and high-quality tolling interactions.
With hundreds of miles of toll roads, Florida’s Turnpike System is used by more than three million customers daily. It is operated by FTE, part of the Florida Department of Transportation. It is estimated that some 2.3 billion toll transactions will be processed in fiscal year 2024, with approximately 5% annual growth anticipated for the foreseeable future.
Emovis will establish, configure, staff, and operate customer service centers throughout Florida supporting FTE customers. Traditional customer service will be upgraded with a robust suite of communication options allowing customers to receive support through their preferred channel.
The Emovis team will ensure optimum resource allocation and cutting-edge technology to drive exceptional service to customers. This enhanced solution supports FTE investments in its infrastructure, architecture, and personnel.
In serving Florida motorists, Emovis will build on its track record delivering customer service operations around the world. When customers require personal assistance, Emovis’ interactive routing technology will quickly transfer the call to a representative with the appropriate skills and tools to resolve their issue on the first contact.
Emovis’ solution will equip colleagues with skills to deliver the best customer experience possible. This not only drives operational improvements, such as reduced call volumes and handling times, but enhances employee morale and productivity, thus benefiting all stakeholders.
“Our customer service solution centers on ensuring minimal effort for motorists, providing high quality support and communicating in a human and compassionate way,” said Christian Barrientos, Emovis’ CEO. “We are committed to a level of transparency that promotes a deep collaboration with FTE and other stakeholders as we drive toward a new standard for improved customer experience.”
