Centralized Communications Management
One of the key components to an effective transportation management system is a technologically-advanced centralized communications center. Southeastrans provides a state-of-the-art, toll-free communications center where consumers’ requests for transportation services are efficiently processed. Utilizing the latest computerized telephone network and transportation management software technologies, the communications center is the heart and soul of Southeastrans’ information management system. The communications center also includes a dispatch component which maintains two-way radio contact with all subcontracted transportation providers.
Southeastrans’ Communication Center is where our knowledgeable staff and our technologically-advanced transportation management software work in unison to accurately and efficiently record, schedule, and route requests for transportation services. Consumers, transportation providers, and healthcare facilities have toll-free access to schedule transportation services or request information. Our state-of-the-art Automated Call Distribution telephone network effectively manages large call volumes and routes calls to available Customer Service Representatives while monitoring queue lines and hold times.
But even the best technology is no substitute for a friendly and helpful voice on the other end of the line. That is why all callers speak directly to a knowledgeable Customer Service Representative who assures that transportation needs have been fully evaluated, authorized and scheduled. All trip information is recorded into our specialized Demand-Response Scheduling and Dispatch System to fully document requests and to insure that the consumer’s needs are matched with the appropriate transportation provider resource. The schedule and routing software analyzes the pick up and drop off locations, determines the appropriate route, and assigns the trip to most appropriate transportation provider. This system assures that trips are grouped and routed for the most efficient utilization of all transportation resources.
The Southeastrans Communications Center maintains constant radio contact with every subcontracted transportation provider. This two-way communication link enables Southeastrans to notify transportation providers when urgent or demand trips are scheduled in their service area. It is also used to advise providers when consumers are ready to be picked up for return trips. Transportation providers can also notify the Southeastrans Dispatch Center if they are delayed or unable to meet their assigned pick-up schedules so consumers can be reassigned to providers that are available in the area.