This Customer Relations Award recognizes companies that demonstrate excellence and innovation when it comes to Customer Strategy, in France. Transdev’s “Going for Care” program has been recognized as a tool to improve the customer experience through the commitment of all the company’s employees. Going for Care is a program aimed at developing a ‘service culture’ within each of Transdev’s networks. More than simply providing employee training, Going for Care is a managerial project, focused on our end users, that endeavors to change mindsets and improve the overall passenger experience.
Going for Care is based on four key pillars:
- Equal and balance focus – being proactive and attentive with staff and passengers
- The involvement of all employees in the program, from all levels within the company, from the Management Team, to drivers, mechanics and customer service staff
- The customer journey – the backbone of the program – enabling teams to co-construct and break down any internal barriers
- The continuous measurement of performance: up to 99% of the participants are satisfied with the methodology, and absenteeism rates have been reduced.
The Transdev group provides a vital, local and daily public service in 19 countries and operates 13 different modes of transportation, with 83,000 employees, of whom 80% are drivers and technical service agents.
The diversity of transportation modes and countries in which Transdev operates, and the specific characteristics of the contracts awarded to us by local governments, challenge and motivate us to deliver each day, the best possible mobility experience. It requires the involvement and commitment of all our employees, providing a caring attitude and genuine culture of service.
Marielle Villamaux, Group Director of Business development and Marketing at Transdev
Each transportation network can adapt the Going for Care approach to its own environment, based on three key steps: preparation, to foster a true ‘ownership’ of the method; coconstruction through workshops, brainstorming sessions, role playing and alternating exercises to identify and develop the crucial levers that drive service excellence; and the Annual Action, Plan, to implement the priority measures and tracking indicators.
Going for Care: “By People for People”
To win the service battle, Transdev was keen for Going for Care to be a 100% Transdev approach. Designed and developed internally by a multi-disciplinary (HR, Marketing, Operations, Quality…), and multi-cultural (France, USA, Australia…) project team, Going for Care is backed by the Transdev community made up of project coordinators and reference trainers.
As a “People Company” Transdev values its employees’ commitment and accountability which represents the backbone of Transdev’s performance and quality of service, whilst strengthening a sense of pride and belonging to a team”
By placing the passenger at the center of all its concerns, Going for Care demonstrates that mobility services are “For People”, bringing everyday services to all.
Going for Care has already been implemented in six countries and is continuing to be rolled out around the world. “Continuous improvement in our operational performance must be our priority throughout the networks and in the support functions. It also depends on the attention we pay to the quality of the service provided to our passengers. The rollout of our Going for Care program helps our team’s make progress in this field,” concludes Yann Leriche, Chief Performance Officer at Transdev.
Created in 1998, AFRC works with 2,300 professionals representing more than 300 companies in 22 business sectors in order to make Customer Relations a real driver of performance, in terms both of changing professions and growing companies’ revenue. Renowned as a true forum for discussion and benchmarking for all sector professionals, its members include major companies in the Paris Bourse CAC 40 index. Find out more at www.afrc.org (in French only).
The Customer Relations Awards are presented each year by a panel of 14 specialist professionals representing Customer Relations and Marketing functions. Submissions are assessed against the following criteria: level of project innovation, impact on the internal teams, measured and tangible results of the submission, and the formal quality of the application.
A subsidiary of Caisse des Dépôts and Veolia, Transdev is a world leader in mobility. Transdev guides and supports local transport authorities, from pre-project phase, to project support and development, to everyday operation of transport networks. With 86,000 employees in 19 countries, the group operates 41,000 vehicles and 22 light rail networks. In 2014, Transdev generated €6.6bn in turnover.