Case Study: Metro Transit achieves improved safety reporting and faster rider communication with Kipsu

Metro Transit - Customer Case Study

Metro Transit partnered with Kipsu to modernize rider communications and make safety reporting easier across its Minneapolis system. After launching Kipsu in the Transit Control Center to power its “See Something? Say Something” Text for Safety number, Metro Transit is now piloting Kipsu at the Transit Information Center to handle trip-planning questions and meet riders in the messaging channels they prefer as phone volumes decline.

Using Kipsu’s SMS platform, Metro Transit implemented quick two-way texting for safety reports and customer inquiries and even used Kipsu to send mass updates to ambassadors during Super Bowl 52, relieving phone-line congestion. As a result of Kipsu’s solution, the number of reported safety cases has risen (reflecting greater rider comfort in reporting), call-center call volumes have fallen as riders shift to texting, and operational responsiveness and information distribution have measurably improved.

Metro Transit

Ben Rajkowski

Assistant Manager