We got Centuri in 2018. We had been looking for a new system that could support us in connection with the railway reform. We were looking for a system that was not on premise, and it was also important to us that the system could support many different operators.
Today we answer more than 10,000 incoming emails that come in to Entur and the different train operators. They can be anything from simple enquiries to large, complicated group bookings. A system that is slow or that crashes is a burden, and if there is a lot of it, it can ultimately lead to sick leave. We have employees who are very keen to do a good job. They really care about the passengers here, so frustration quickly builds if the system does not work as it should. Fortunately, Centuri delivers here.
We have two different groups of customer service agents who use Centuri. One group answers a relatively large number of questions and needs a system that is fast and responsive. Then there are the cases that need to be investigated over a long time and need system support to make sure they follow up with the customer when the customer needs a follow-up. The most important things for us are simplicity, stability and overview.
Centuri is a flexible tool for creating new case flows. We have many partners, and it is easy for us to quickly set up a case transfer to a partner to receive emails. If our own customer service agents need new insight, new fields are quickly set up and added here, and we can do it ourselves, which is an advantage. Because then we can be responsive and we can be fast in meeting the needs of both our own employees and our customers.
