Takamol for Transportation Services, “Rafed,” has launched a specialized platform for monitoring the performance of school transportation services.
The platform is designed to display and analyze the service performance interactively and in real time. It assists in the proactive handling of complaints received by the customer care center by identifying deficiencies and observations, measuring performance, and quickly generating field reports and statistics using the latest analytical techniques. The platform also provides access to the main database, automates performance indicators, and displays them instantly.
The company has set 19 performance indicators for school transportation to improve service quality and internal operations. These indicators cover operational processes, safety, bus drivers, violations, and performance in customer care and the call center, including complaint numbers and resolution rates.
During the past academic year 1445, the company’s call center handled over 100,000 requests—such as inquiries, requests, feedback, and complaints—with a 90% resolution rate within 5 business days. This included 85,000 phone calls totaling over 5,000 hours of communication. Additionally, SMS and WhatsApp messages exceeded 6 million. They target parents and school bus drivers with educational and motivational content to encourage service registration.
Best Contact Center
The company had recently won the award for Best Contact Center in the Middle East in the category of Best Work Practices for 2023, granted by the global organization “INSIGHTS,” which specializes in consulting and developing contact centers in the Middle East.
Furthermore, the Transport Services Development Company “Rafed,” owned by the Development Education Holding Company, has set up 8 channels to assist beneficiaries. You can contact them via their toll-free number 8001231000, email [email protected], their X platform account @Rafedcare, or their website www.rafedsa.com.
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