RMC ensures that people can continue to participate in society and that loneliness is reduced. We are proud to support this organisation.
RMC ensures that people can continue to participate in society and that loneliness is combatted. We are proud to support this organisation.
In conversation with RMC
RMC is an organisation with extensive experience and expertise in the field of passenger transport. Located in Rotterdam and founded in 2003, RMC is unique in also providing services for Valys and Additional Public Transport. These organisations transport, among others, the elderly and those with mobility issues. Good customer contact is particularly important for this group, as they are entirely dependent on this transport to remain mobile and get from A to B.
Transport for Everyone
For RMC, social involvement is a tremendously valuable principle.
To contribute to this, RMC provides school and passenger transport for the vulnerable and elderly in our society.
The aim of their service is to keep customers moving and active in society. For some, this means RMC takes them to school via the school transport service, while others are taken to enjoyable visits to their children and grandchildren.
To serve everyone as well as possible, RMC also uses the latest technological developments to provide the best possible transport and customer contact experience.
“The social impact of this organisation is enormous. Our staff gain a lot of energy from this!”
Together Towards the Goal
The collaboration between ContactCare and RMC began in 2019, starting with support for the internal call center. A joint virtual call center was created through this collaboration. In this solution, both RMC and ContactCare could assist customers with booking their rides from 6 am to 1 am. The staff at ContactCare were fully trained by RMC's employees, leading to a strong partnership between both parties. RMC soon adopted the Nixxis call center application following this positive experience, and the entire virtual call center was transitioned to this new environment.
In Nixxis, RMC and ContactCare have real-time insight into the daily figures, with dashboards providing immediate views of the situation. These figures are instantly visible on TVs at both RMC in Rotterdam and ContactCare in Amersfoort.
Innovative During the Corona Crisis
Over the past 1.5 years, the partnership has been further strengthened by the Coronavirus crisis. The customer service ensures optimal service by explaining all guidelines to customers, discussing all possibilities, and ensuring a safe journey.
At the beginning of 2020, it became crucial for everyone to work from home as much as possible, which was immediately facilitated with RMC through the use of mobile phones. During this period, ContactCare proved its added value with consultancy tasks, thinking beyond mere self-interest to prioritise the strategic partnership between the two parties.
Partnership
ContactCare is proud to collaborate with RMC and to contribute to the professionalisation in the field of customer contact. Being able to support such a wonderful organisation, focused on enabling everyone to participate in society, drives us to strive for optimal service every day!
