SERVICE IMPROVEMENTS
Improving Transactional Efficiency for Higher Customer Satisfaction Our customers deserve a smooth experience whether traveling on the road or servicing their accounts. For several years, we’ve been working to plan, fund and implement a new back-office system that will streamline service and provide enhanced customer relationship management capabilities. In addition, a redesigned 91 Express Lanes website will launch when the back-office system goes live. Due to pandemic-related issues, work on this state-of-the-art system has slowed, but we are still moving forward. When completed, the system will incorporate features that will facilitate transaction management and provide an elevated customer service experience for travelers along all 18 miles of the 91 Express Lanes. Just another way we work to make the entire 91 Express Lanes customer experience seamless, reliable and dependable —so you’re always there for wherever life takes you.
91 EXPRESS LANES 2020-21 ANNUAL REPORT
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