Greyhound Case Study

 

With roughly 65 percent of ticket purchases made one hour before a scheduled departure, Greyhound needed an efficient and cost-effective way to process ticket purchases and accelerate passenger movement through its terminals. To further relieve ticket-counter congestion and improve customer service, Greyhound explored how to move ticket agents from purely processing transactions to helping customers with more complex travel needs. According to Ronnie Long, senior manager Corporate Strategy for Greyhound Lines, “We wanted to transform Greyhound into a company that was more customer service focused and [bring] the agent from behind the counter to work directly with the customer.”


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