Customer Portal – Online Access for Individual Trip Management
Allow customers to book, view, edit, and cancel their own trips through a secure Internet portal, ensuring 24/7 customer support and reducing incoming call volumes. Agency configurable permissions determine whether trip requests may be scheduled directly to a vehicle or placed in a queue for staff to review before scheduling—helping to ensure authenticity. Open architecture permits design modifications and encourages company-specific branding and web-presence consistency.

Facility Portal – Online Access for Group Trip Management
Allow facilities to book, view, edit, and cancel trips for mutual customers through a secure Internet portal, eliminating batch phone and fax requests. Ideal for medical/rehabilitory care facilities and social service agencies, trip requests and modifications are brought directly into the RouteMatch system for immediate service without duplication of effort.

Notification Module– Automate Outbound Calls
Provide information on upcoming trips and give customers an easy means to cancel unwanted reservations in advance of costly no-shows and late-cancellations. When coupled with automatic vehicle location (AVL), notification calls may be provided based on real-time vehicle arrival estimates, giving customers a friendly reminder and reducing dwell time and unnecessary vehicle idling. Flood-gate messaging capabilities allow large groups of customers to receive user-defined calls regarding service changes or emergency events.

Interactive Voice Response (IVR) – Phone Access for Trip Management
No longer the exclusive domain of big corporations; utilize advanced speech recognition technologies to deliver automated phone reservations that increase customer access and reduce demands on staff. Customers can book, confirm, cancel and check the status of trips. If a human operator is preferred, the system can call the customer back automatically once an operator is available. Web-based reports are provided to highlight trends in call volume and handling.

Coordination Module – Link Resources among Agencies
Independent organizations on the RouteMatch platform have enhanced opportunities to work together. Trips crossing geographic boundaries, extended distances, or simply exceeding vehicle capacity can be offered to other providers in real-time, increasing the likelihood that service is available and reducing cost for the community as a whole. Message boards allow coordinating agencies to keep in constant communication and facilitate the transfer of trips.

Incidents Module – Accident and Complaint Tracking
Composed of two elements—Accidents and Complaints—the Incidents Module tracks issues in a systematic and transparent fashion to encourage resolution and potentially reduce insurance costs and legal claims. View and report on accidents by driver or by vehicle with all involved customers. Attach documentation—such as police reports or damage estimates—to maintain electronic copies. View and report on complaints by customer or by driver to identify and manage hot-spots and address sub-standard service.

Maintenance Module – Prevent Vehicle Breakdown
Create an unlimited number of vehicle preventive maintenance tasks for specific time or mileage intervals, each associated with a specific vehicle. Based on level of priority, overdue tasks initiate an alert for pertinent staff members and can even flag the vehicle for removal from service to prevent further use. Completed tasks are saved in the system for review and establish an ongoing maintenance record, extending vehicle life and potentially increasing resale value.

Certification Module – Centralized Eligibility Management
Proper interview processing is essential for complying with Americans with Disability Act (ADA) certification requirements, along with various other service offerings. Precisely model agency-specific assessment questions, store vital milestone dates, and record appeals processes to confirm and document completion for government audits. Automatically generate reminder letters for re-certification based on renewal dates, saving staff time and effort.

Fixed Route Display – ADA Boundary Integration
Visually display fixed routes in the mapping system for staff to instantly confirm whether origins/destinations fall within ADA boundaries, determine eligibility on a trip-by-trip basis, and assign alternatives to costly paratransit services. The system also incorporates fixed route time-points to ensure that service is available to riders on a temporal basis.

Data Interchange Utility – Mass Data Importing and Exporting
Instantly pull large amounts of information into, or out of, the RouteMatch system. Transfers can be run on a one-off or a scheduled basis to facilitate connection with other open systems.