Customer Care Management System

Customer Care Management System

Turn Every Complaint Into a Better Transit System

CCMS helps transit agencies efficiently manage customer concerns from intake to resolution. Improve accountability, ensure regulatory compliance, and deliver a higher standard of service — all in one unified system.

More Than Complaints. A More Responsive Transit Agency.

Connect people. Resolve concerns. Strengthen your community.

Built for Real-World Transit Operations

CCMS is designed specifically for transit agencies, with the flexibility to adapt to your policies, procedures, and regulatory requirements. It brings structure, visibility, and accountability to your customer care process — so your team can focus on people, not paperwork.

From the first report to final resolution, CCMS manages the complete lifecycle.

End-to-End Complaint Management

1

Intake

Log complaints via web, email, phone or letter

2

Triage & Assign

Route to the right department with automatic notifications

3

Investigate

Use checklists, review data, conduct interviews

4

Determine

Validate, assess and recommend action

5

Respond

Generate, review, approve and send letters

6

Resolve

Close the case and capture lessons learned

A Centralized View of Every Case

Track status, assignments, due dates and key details in one place. Get the information you need, when you need it.

Capture the Full Story

Document everything in one place to make informed decisions and ensure fairness.

Automate Correspondence and Approvals

Create professional response letters with streamlined review and approval workflows.

A more efficient process. A stronger reputation. A better transit experience.

Real Benefits for Your Agency

CCMS works seamlessly with other IntelliTransit solutions to give you a unified view of your operations.

Part of the iTMS Ecosystem

Let’s Build a More Responsive Transit Agency

See how CCMS can help your team manage customer concerns more efficiently and deliver a better experience for your riders.