Rhenus : People! looks after BVG’s customers


Rhenus :people!, the customer management specialist, won a major new contract in the autumn. The Rhenus firm has been providing support on three hotlines for the Berlin Transport Authority or BVG, Germany’s largest urban transport company, since October.

Rhenus :people! has not only been looking after the hotline providing timetable information, but has also been offering information on the phone related to the lost & found office and has been manning a special security hotline on behalf of the Berlin Transport Authority since the beginning of October.

This will involve responding to about 175,000 phone calls in future every year. The employees of
Rhenus :people! also provide information about using BVG’s apps. The security hotline serves as a contact point for people wishing to report abnormalities like graffiti – and for emergencies.

“Thanks to the support provided by Rhenus: people!, our employees can now devote even more of their time and energy to offering safe and environmentally friendly passenger transport services in the German capital. Looking after the hotlines is an important element in our daily contact with customers and we’ve deliberately commissioned a reliable partner to handle this work,” says Frank Büch, Head of the Marketing Department at BVG, explaining the development. BVG and its 14,600 employees ensure that hundreds of thousands of local people, visitors and tourists can travel to work, back home and through the city and it handles 2.9 million journeys every day. About 1.1 billion passengers use the services provided by Germany’s largest urban transport company every year.

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