🤝 Customer Relationship Management (CRM & Support)

The Customer Relations module of the SERA platform centralizes all interactions between travelers, counters and cooperative support services. It provides agents and administrators with comprehensive tools to manage the traveler’s lifecycle, from the first booking through after-sales follow-up.

1. 👤 Centralized Profile and Traveler History

Every customer with an account or who has made a booking is listed in the platform’s centralized directory.

1.1. Recorded Data

Identity & Contact: First name, last name, main phone number, email address and ID document (National ID or Passport).
Trip history: List of purchased tickets, frequented lines, preferred seats and cooperatives used.
Financial history: Preferred payment methods (Mobile Money, Cash) and pending credit notes.

The collection and retention of ID documents (National ID) meets the legal security requirements for intercity transport and the establishment of mandatory passenger manifests.

2. 🎫 Handling Requests and Complaints

To maintain an optimal service level, SERA includes a ticketing system to track and process customer requests:

Request Type	Description	Action Procedure
Trip modification	Change of date, time or seat number before departure.	Direct seat reassignment at the counter or online according to fare policy.
Cancellation & Refund	Request to cancel a ticket before the deadline set by the cooperative.	Automatic generation of a voucher (credit) or initiation of a Mobile Money refund.
Lost luggage / parcels	Report of non-receipt or damage during a trip.	Opening of an incident ticket linked to the vehicle’s waybill number.

Request Type

Description

Action Procedure

Trip modification

Change of date, time or seat number before departure.

Direct seat reassignment at the counter or online according to fare policy.

Cancellation & Refund

Request to cancel a ticket before the deadline set by the cooperative.

Automatic generation of a voucher (credit) or initiation of a Mobile Money refund.

Lost luggage / parcels

Report of non-receipt or damage during a trip.

Opening of an incident ticket linked to the vehicle’s waybill number.

3. 📢 Notifications and Direct Communication

The module allows managers to send targeted communications to customers based on their boarding status:

Departure alerts: Automatic SMS reminding the check-in time at the bus station and the vehicle number.
Delay information: Mass notification sent to a trip’s passengers in case the departure time is postponed.
Satisfaction surveys: Automatic sending of a brief questionnaire after arrival at destination to measure service quality.