Promoting ADR - through optimised processes and with up-to-date CRM

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With this project the German conciliation body for public transport (söp) wants to facilitate digital access to Alternative Dispute Resolution (ADR) and by this increase awareness about ADR among consumers and companies in the travel segment. The overall user orientation of digital services and systems will be reached by a more deeply integrated, automated use of existing data. For this purpose, optimised processes and an up-to-date CRM system will be implemented. Specifically, this includes (1.) the revision of our online forms to increase user friendliness and accessibility for different target groups and to help consumers present their claims in a low-threshold but well-structured and complete manner, (2.) the launch of a member companies´ platform which makes it easier to participate in conciliation proceedings quickly and efficiently, (3.) make better use of existing data in order to allow for more automated processes and (4.) the implementation of a new, more integrated CRM system. söp´s actual digital system consists of three instruments: the online forms for consumers, a platform for statements (currently only for airlines) and söp database, a customised application. In order to reduce disruptive factors through fewer interfaces between the currently modular structures, the new CRM-system will consider all modular sub-areas in a coherent system that provides all data in processes adequately designed for the different user groups. Overall we anticipate, that a strong user centred design and a low-threshold access as well as an efficient and effective execution will encourage companies to become even more actively involved in ADR and will motivate consumers to take advantage of ADR as a sustainable, consumer friendly form of conflict resolution even more often. With this, we would have achieved the core objective of this project as summarised above.