TT2 Limited is responsible for the service delivery and partial finance of the four dedicated tunnels that make up the Tyne Tunnel Crossings and handles of 47,000 vehicles daily. The steady increase of traffic resulted in TT2’s administrative staff being under more pressure to process payment calls, especially at month-end, when the call numbers are at their peak.
TT2 upgraded their existing Netcall solution to include the payments option after their previous provider withdrew support. With such a high dependency on telephone payments, any new solution had to have the capacity to integrate closely with existing systems. Working closely with Netcall the transition from old to new was seamless.
TT2 now offers customers the option to choose either phone or web to access their account, check their current balance, make a payment and review their transaction history. Currently, payment automation allows over 80% of customers calling TT2 to self-serve. This includes making a payment and checking their account balance.