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MARTA

Catalyst partnered with MARTA to modernize its customer service operations and create a more connected experience for riders and staff. By bringing customer interactions, communication channels, operational data, and workflows into a centralized platform, the solution has helped MARTA resolve cases faster while increasing the volume of requests staff can manage.

KEY STATS / BY THE NUMBERS

  • 32,000+

    Monthly Customer Interactions

    Supports more than 32,000 customer calls, emails, texts, and social interactions every month.

  • 85% Faster

    Case Resolution

    Reduced average case resolution time from 36 days to 5.5 days after implementation.

  • 30% Increase

    Case Handling Capacity

    Increased average monthly cases handled from 1,389 to 1,796.

Client Overview

The Metropolitan Atlanta Rapid Transit Authority (MARTA) is the backbone of public transportation across the Atlanta region, operating bus, rail, mobility services, and a streetcar system. Each month, MARTA supports more than 32,000 customer interactions across multiple communication channels, making efficient, responsive customer service critical to its mission.

The Challenge

MARTA’s legacy customer service platform relied on outdated, disconnected systems that fragmented customer interactions and limited collaboration across departments. Riders experienced inconsistent responses, limited visibility into case resolution, and delays caused by manual processes, while staff lacked a unified view of customer information and efficient workflows. MARTA sought to modernize its customer engagement platform to improve customer satisfaction, reduce administrative burden, and provide leadership with better visibility into service delivery.

KEY STATS / BY THE NUMBERS

  • 32,000+

    Monthly Customer Interactions

    Supports more than 32,000 customer calls, emails, texts, and social interactions every month.

  • 85% Faster

    Case Resolution

    Reduced average case resolution time from 36 days to 5.5 days after implementation.

  • 30% Increase

    Case Handling Capacity

    Increased average monthly cases handled from 1,389 to 1,796.

The Solution

Catalyst implemented a modern customer engagement platform built on Salesforce Public Sector Solutions, replacing MARTA’s legacy case management system with a centralized service console designed specifically for transit operations. The solution introduced standardized case management, integrated communication channels, GIS mapping, real-time transit data, and automated workflows that enable staff to manage rider requests more efficiently while providing a more consistent customer experience.

Catalyst also worked closely with MARTA to deliver the project through a phased roadmap, prioritizing core customer service capabilities while preparing the organization for future enhancements, including Marketing Cloud and additional system integrations. Comprehensive training and organizational change management helped position staff for long-term adoption and success.

Results & Impact

  • Improved Customer Service

    Early results following implementation showed average case resolution time decreasing from 36 days to just 5.5 days, an 85% improvement, with dozens of cases being resolved within 72 hours. These improvements enable riders to receive faster responses and more timely resolutions to their concerns.

  • Increased Operational Efficiency

    MARTA increased its monthly case handling capacity by nearly 30%, allowing staff to manage significantly more customer requests while improving consistency through standardized workflows, integrated systems, and enhanced routing capabilities.

  • Built for Continued Growth

    The new Salesforce platform provides MARTA with a centralized foundation for customer engagement, bringing together customer interactions, reporting, and operational data into a single system while creating a scalable roadmap for future communications, integrations, and rider engagement initiatives.

  • Strengthened Compliance and Accountability

    Standardized workflows and automated routing improve reporting accuracy while ensuring ADA and Title VI/Title VII concerns are handled appropriately.

Looking Ahead

MARTA’s roadmap includes expanding its Salesforce ecosystem through Marketing Cloud, additional integrations, enhanced rider communications, and continued use of Salesforce as the central hub for customer engagement. These future phases will help the agency continue improving service delivery while strengthening relationships with riders across the Atlanta region.

Looking Ahead Accent Graphic