The Customer Care of Brescia MobilitГ informs its friends and followers every day through the social media on : News about car parks Rates and season tickets Availability of parking places CompetitionsД¦ Social Customer Care: some examples suggerimentoД§ Whatsapp: a successful experiment In May 2014 the Customer Care of the Gruppo Brescia MobilitГ started the experimentation of the activation of a dedicated number to communicate with customers through WhatsApp: no local public transport company in Italy had taken this path yet but it had been taken by some Customer Care departments in other sectors and already tested abroad. Through this profile, promotional campaigns and competitions are launched which aim to involve the customers and create a direct contact with them.ДҐ Brescia MobilitГ manages 19 underground and surface level car parks throughout the city for about 10,000 cars and 334 parking meters in the urban area which offer 5000 parking places. Which represents in the collective imagination the smart means, which has changed the transport habits of Brescia s inhabitants Brescia MobilitГ : More institutional, the vehicle of the main service information of the whole Group with special attention for car parks. It works through two profiles Metro Brescia: A fresh, conversational and young style, in line with the nature of the underground. The key words of the new communication are : Clarity Simplicity Promptness Dialogue The information system is no longer linear and in one directions, from the company to the customer, and vice versa: communicating well means improving the service, as in the perception of the customer using the service becomes easier, but it also means building up a service on the scale of the customer, as ideas and possibilities of improvement come from listening.ДЈ Some numbers: the two Metro and Gruppo BSM profiles + 6,245 Likes + 2,180 Likes + 1,768 Followers FollowersД¤ Channels and profiles of the Gruppo Brescia MobilitГ The Gruppo Brescia MobilitГ is present on Facebook, Twitter, Instagram, YouTube, and, a few months ago, the first in Italy, it activated a dedicated number on WhatsApp. Through the Social Customer Care the Gruppo Brescia MobiltГ manages all the information on urban mobility: underground, bus, bike sharing, restricted traffic areas (ZTL) and car parks, guaranteeing answers for everyone who wants to move from, to and in Brescia.

1 The Gruppo Brescia MobilitГ and Social Customer Care Brescia, 15th January 2015Дў The Gruppo Brescia MobilitГ and 2.0 communication In 2011 the Gruppo Brescia MobilitГ inaugurated the Facebook profiles and in 2013 it started a Social Oriented Customer Care project: a new way of communicating became the expression of a new strategy which puts clients at the centre of attention, and plans and offers the service according to their needs.

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