“Once PASS Service Infractions went live, I was immediately able to see that we had gone way overboard with our previous methods of determining warning letters and suspensions — thus creating unnecessary issues with our customers. I can now see — instantly — which customers’ trips were directly affected by work, school or other issues beyond their control — allowing me to excuse unnecessary no shows,” he said.
After implementation, Craig only required one staff member to review infractions and generate letters, a process that now takes 15-30 minutes.
The data also makes the number of no shows more accurate. In the two weeks leading up to the implementation, CATA generated 50 warning letters and 16 suspension letters. Of these, 13 of the suspension letters were appealed — proving that the infractions collected were not valid and that the client dispute could have been avoided. In the two weeks after implementation, they had only two warning letters with no appeals.
Given the easy to manage views of the infractions along with trip-related AVL data, CATA can quickly see the forgivable trips and avoid counting them towards warnings and suspensions. This ensures they focus on the “real” no shows, allowing for firmer stance when delivering notices, while avoiding the deterioration of client relationships for being overly punitive.
“This makes the real no shows much firmer, allows us to improve relationships and service to our customers, and allows us to properly address those who are truly ignoring the no show rules,” said Frazier. “I could go on and on about how impressed I am.”