When Mälardalstrafik launched its new app and website, it was more than a technical switch. It was part of a broader effort to deliver a smoother, better customer experience — with both digital tools and customer service at the centre.
"We were prepared for the number of customer interactions to increase," says Anna-Stina Lindkvist, Customer Analyst at Mälardalstrafik Customer Service.
The analysis, carried out together with Indicate me, covered all customer cases under the main category Tickets and Pricing. Three clear themes emerged: the app transition, technical challenges, and ticket refunds.
The AI insights from Indicate me showed that the launch had gone largely well, and that relatively few app and web users actually contacted customer service.
