The white glove difference: why unmatched customer support is the heartbeat of every partnership, and the secret to building the future of transit

TRC’s relentless commitment to customer experience fosters deep collaboration and attentive customer engagement, driving exceptional product innovation, enhanced user experiences, and successful service launches. In his latest blog, TRC’s Director of Global Partner Success, Cody Lowe, explores the distinctive value of white glove customer support and highlights TRC’s dedication to hands-on partner support at every stage. By offering white glove service from pre-launch through post-launch, TRC aims to set a new standard for customer experience, empowering partners and ensuring all users have the tools they need to succeed.

At The Routing Company (“TRC”), our mission is simple: deliver world-class on-demand transit, fixed, flex, shuttle, or commingled paratransit solutions that work for everyone. But there’s more to it than just creating a great product. As someone who has worked at several transit agencies, I understand that the experience of our partners, riders, and drivers is just as important as the software itself. This belief drives every launch, every check-in, and every feature we introduce.

This approach ultimately helped us earn a record customer rating this year — a 92 Net Promoter Score (NPS), to be exact. It’s an accomplishment we’re extremely proud of, namely when tech giants like Apple and Netflix are at the top of industry NPS scores at 61 and 67, respectively.  But what really sets us apart isn’t just the score, it’s what’s behind it: the unwavering support we provide the moment a partnership begins, and the ongoing commitment we maintain long after launch day.

The Key to Success: Collaboration and Innovation

At TRC, we don’t just listen to feedback; we act on it. Our product development roadmap is shaped in collaboration with our partners, ensuring that innovations are driven by real-world needs. This is how we’ve been able to continually improve the Pingo platform, incorporating new features that enhance the experience for riders, drivers, and agencies alike.

Take CyRide, for instance. Andrew Murray, Lead Dispatcher at CyRide, expressed his gratitude for how our platform has positively impacted his day-to-day operations: “I’ve now actually been able to go into the field to address incidents, which I didn’t have time for before.”

This level of partnership doesn’t just build better software – it builds better relationships. And it’s why TRC’s partners trust us to deliver solutions that are both innovative and reliable, without sacrificing the human touch that makes all the difference.

Partner Success, Every Step of the Way

The launch of a new transit service or technology platform can be a daunting task for any agency, which is why we approach every partnership with what can only be described as a “white glove” level of service. For us, this means going beyond the ordinary.

• We are onsite for every new program launch, ensuring everything from dispatcher and driver training to software setup is seamless. 
• Weekly calls keep communication consistent.
• Product documentation, automated alerts, and reporting systems that are custom-tailored to meet each agency’s needs. 

There’s nothing left to chance because we believe in setting our partners up for success right from the start. Diane Feinstein, Transportation Manager at FAST Transit in Fairfield County, California. “Having TRC onsite for more than a week made all the difference for our operator, MV Transportation, to learn the Pingo Dashboard. The preparation meetings have been productive, and the attention to detail was outstanding.” 

Her words aren’t unique. Agencies across the U.S. have echoed similar sentiments about TRC’s hands-on approach.

What’s even more important? We have never missed a launch deadline. 

Our team of customer experience (CX) experts, boasting over 50 years of combined experience in both transit agencies and software-as-a-service (SaaS) companies, ensures that every detail is meticulously planned. We continue to support our partners with daily check-ins through the launch phase, reporting assistance, 24/7 real human support, proactive service analysis and recommendations, and ongoing rider communication efforts. 

Our involvement doesn’t stop after the ribbon is cut — it extends well into the future, adapting to meet the needs of both the agency and its riders, and closely listening to partner feedback to identify collaborative innovations that improve service efficiency and enhance the rider experience. 

Rider Experience: Where Transit Meets Delight

A happy partner leads to a happy rider, and we don’t stop there. Our Rider Pingo platform is designed with the rider in mind, ensuring that every trip is as reliable as traditional transit — if not more enjoyable. We take pride in our industry-leading app ratings (averaging 4.6 / 5.0 across our rider and driver apps, no matter the type of device used), which reflect both our commitment to excellence and our ability to listen to feedback from riders themselves. 

After all, the transit experience isn’t just about getting from point A to point B; it’s about ensuring every journey is smooth, accessible, and above all, enjoyable.

Amy Arnold, Transit Coordinator at Chillicothe Transit System (CTS), highlighted TRC’s ability to support partners through their design, deployment, and ongoing operation of new transit services. “TRC has been the breath of fresh air we needed. Their customer service is truly unmatched. The support we received during and after launch has been nothing short of incredible, and their quick responses ensure that we’re always running smoothly. It’s the best customer service I’ve ever experienced.”

More Than Just Support – A Commitment to Partnership

From pre-launch planning to post-launch follow-ups, we ensure every agency is equipped with the resources they need to thrive. We make it clear that whether an agency requires our full-service, hands-on approach or more focused support, they can expect the same level of dedication.

Our approach to support is personal. TRC’s in-house support team is there for every question, every challenge, and every success, no matter the scale of the agency. This hands-on approach has allowed us to build lasting relationships and ensure that our partners feel supported, whether they’re deploying a service for the first time or scaling up an existing one.

As Karl Farnsworth from Kitsap Transit put it: “Collaboration and responsiveness are the best parts of working with TRC. They don’t just provide a solution – they actively work with us to make sure everything is running optimally. Anytime we need assistance, TRC is quick to respond, and that level of service is invaluable.”

Looking Forward

Our dedication to customer experience is why we’re trusted by agencies large and small, rural and urban. It’s why we’ve been recognized with industry awards, including Metro Magazine’s Innovative Solutions Award in both 2022 for our work with King County Metro, and 2024 for our work with Chillicothe Transit System and FAST. But for us, the real reward is seeing our partners succeed and their communities thrive, and together we’ve moved nearly two million passengers to date. 

At The Routing Company, we believe that great transit isn’t just about technology – it’s about people. And we’re committed to making sure every person who interacts with our platform, from the agency to the rider, experiences the best support, every step of the way.

To explore how we can support your community, reach out to move@theroutingcompany.com. To contact Cody, email cody@theroutingcompany.com.