Case Study: Dallas Area Rapid Transit decreases call center volumes with Trapeze Group INFO-Web

How Dart Decreased Its Call Center Volumes and Increased Website Traffic

Dallas Area Rapid Transit (DART) needed a better way to give riders consistent trip-planning information across its call center, IVR, fax, email, and web channels. The agency wanted an online service that was available anytime, worked on desktop and mobile devices, required little or no data maintenance, and offered a clean, simple user experience. DART selected Trapeze Group’s INFO-Web online trip-planning software to meet these needs.

Using Trapeze Group’s INFO-Web, DART integrated trip planning directly with its existing schedule data so updates appeared on the website automatically, with no manual uploads. Riders could enter an origin, destination, and travel time to generate route options, and the system also captured trip-request data for later analysis. The results were immediate: DART reduced call center volume by 300–400 calls per day and increased website traffic by 10–20%, while also giving staff and customers a well-received self-service option.

Dallas Area Rapid Transit

Alan Gorman

Senior Manager Transit IT Systems