Our Customer Success team guides customers throughout their journey with customers of our Shuttle & Transit division. We sat down with Jeremy Devray, VP of Customer Success, to talk about how customers benefit from additional support, and how the department collaborates with our local Operations teams managing their shuttle and transit programs. These benefits include supporting account communications, tracking and analyzing KPIs, and bringing fresh ideas and best practices to evolve transportation programs.

What’s your vision for the Customer Success department?

Jeremy: I envision our Customer Success (CS) team as the driving force behind our customers’ success. We are the catalysts for positive change and innovation within our customers’ organizations.

Our CS Directors optimize transportation systems, build long-term relationships, and provide exceptional value. Through expertise and dedication, we aim to be trusted advisors fostering positive change and innovation in our customers’ organizations.

Our goal is to shape the future of transportation, identifying opportunities to improve, introducing new technologies or operational advancements, delivering tangible value, fostering lasting partnerships, and making a positive impact on customers, communities, and the environment.

We prioritize long-term partnerships by anticipating customer needs and aligning our services with their evolving requirements, enabling improved operational efficiency, passenger experience, and environmental sustainability.

We are the catalysts for positive change and innovation within our customers’ organizations.

How do you measure success?

Jeremy: Data, data, data. From ridership to on-time performance, maintenance to safety, we strive to improve the numbers. We take a consultative approach, understanding each customer’s unique goals and identifying efficiency opportunities. Our CS team oversees a diverse customer portfolio and fosters a dynamic learning environment by sharing insights, lessons learned, and success stories across sectors.

What innovations are transforming your approach?

Jeremy: Our innovative approach includes guiding the implementation of zero-emission vehicles and championing sustainability in transportation. We support customers in adopting electric vehicles and addressing challenges from technological infrastructure to policy considerations. Our CS team contributes to a cleaner, more sustainable future by helping organizations pave the way for efficient, low-emission transportation.

How does the team stay ahead of emerging trends?

Jeremy: To stay ahead of emerging trends, our team actively engages in industry events, collaborating with professionals and leveraging resources from organizations like APTA, ACT, IPMI, and CTE. We participate in initiatives such as the Association for Commuter Transportation (ACT) 40 Under 40 and the Electric Vehicle Adoption Leadership (EVAL) Certification advisory board for Forth. We also prioritize on-the-road learning alongside customers and Operations and Maintenance teams at our Customer Service Centers, collectively shaping the future of transportation towards sustainability and a zero-emission future.

Together, we are committed to shaping the future of transportation, promoting sustainable mobility solutions, and advancing the collective effort towards a zero-emission future.

Learn more about WeDriveU and National Express Transit services, and find out how we’re elevating customer service to customer SUCCESS.