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IVR - Washington State's Intercity Transit Taps RouteMatch Software for New Web Portal
April 16, 2012

Washington State's Intercity Transit Taps RouteMatch Software for New Web Portal

By Tracey E. Schelmetic, TMCnet Contributor

Intercity Transit, of Olympia, WA, is announcing the launch of a new customer Web portal and RouteMatch Software's interactive voice response (IVR) technology to better serve its users. New features include online scheduling and trip management and automated notifications and communications to transit riders.

Intercity Transit is a public transportation municipal corporation that services Lacey, Olympia, Tumwater and Yelm, Washington, an area of approximately 94 square miles. The service operates 25 bus routes, a door-to-door service for people with disabilities, a van pool program and specialized van programs. It also participates in community partnerships. 

The agency uses RouteMatch's paratransit solution to perform driver and vehicle management, dispatching, verification, reporting and overall trip management for an average of 500 passengers per week day, and approximately 200 passengers on weekends.

To build a secure, navigable and customer-friendly Web portal, Intercity Transit worked with RouteMatch to create a site that captures all necessary rider information and parameters and makes it easy and convenient for passengers to book rides, and for the transit agency to more effectively accommodate rides.

RouteMatch worked closely with Intercity to ensure the portal reflected Intercity's brand, look and feel, with customized language, colors and overall content. RouteMatch's open architecture permits ongoing design modifications and changes as Intercity requires. The new customer Web portal is integrated with Intercity's current RouteMatch scheduling and dispatching technologies, according to both companies in a press release.

In addition to the customer Web portal, Intercity has implemented RouteMatch's interactive voice response and notification system to cut down on the amount of “no shows” for rides. Intercity's IVR system is currently configured to perform outbound calls.

"Now, we can perform call-outs to clients the night before,” said Emily Bergkamp, the Dial-A-Lift Manger at Intercity. “Many times, riders may forget they had a ride scheduled, and we now can remind them. The IVR system also has the capability for us to quickly and consistently communicate to our customers about standing holidays or changes in ride service.”

Edited by Braden Becker

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