7th October 2012
By David O’Sullivan
BetEire Flow, the company who operates the barrier free tolling system on the M50 on behalf of the National Roads Authority, has announced a contract extension with its business process outsourcing partner Abtran. The contract has been extended for three years.
BetEire Flow operate the barrier free system under the eFlow brand.
With over 100,000 motorists using the M50 every day, more than 547,000 customers have now registered with eFlow.
Abtran’s service offering operates seven days a week and handles up to 3,500 calls per day dealing with eFlow registered customer queries and toll payment – one of three payment options for M50 tolling customers.
Announcing the contract extension, Simon McBeth, Director of Communications and Customer Relations, BetEire Flow said ‘we are delighted to be extending our contract with Abtran. Our partnership since 2009 has delivered significantly high levels of customer service to eFlow registered and M50 customers, and they are a vital part of our customer service delivery strategy.
‘The strength of the Abtran team is reflected in positive feedback and customer reaction. We look forward to building our relationships into the future within BetEire Flow and within our parent company, Sanef.’
Commenting, Pat Ryan, Client Services Director, Abtran said ‘Since being awarded the initial contract in 2009, Abtran have delivered significant year on year reductions in operating costs while increasing toll collection revenue for BetEire Flow and the NRA. ‘The joint investment by Abtran and BetEire Flow in technology, process improvement and employee development has also resulted in higher customer satisfaction ratings for the service and in export opportunities for Abtran in other electronic road tolling locations’.