Genfare Account Management
At Genfare, we go the extra mile to ensure every client has a superior customer service relationship. From your initial contact to project implementation and through years of on-going support, Genfare provides everything you need to upgrade and maintain your new transit solution.
At all times, clients are informed of whom to contact for various issues on their account. Our structured transit solutions account management makes it easy to get directly to the experts with minimal wait time.
Exploring Your Options
When you first contact Genfare, you’ll be assigned a single representative who can assist you during your exploration of our transit solution options. This contact point can help guide you to potential transit solutions based on your unique needs and assist you in getting the proposal process started. The representative is also an easy, central contact for all questions before the Project Manager is assigned.
After you receive and agree to your proposal, the implementation process begins. Your central contact point during the implementation phase is your Project Manager. He or she handles all communication between Genfare and the city client as well as internally between Genfare teams. Each project manager is assigned exclusively to one city project at a time, allowing each account the fullest attention.
Your support after launch will encompass every aspect of your new system. Our transit solutions account management is tiered by issue so you can get immediate support from the right experts without waiting for department transfers.
Tech Support with Prioritized Tickets
While all technical issues are important to fix, our Tech Support center recognizes that some may be more urgent than others. In order to provide the best customer experience, we prioritize tech support tickets with rankings based on urgency with a guaranteed response within 24 hours and optional 24/7/365 support lines.
Our Genfare products, such as fareboxes and ticket vending machines, are provided under warranty. Simply contact your designated warranty servicer.
Support Contracts vs Project Based Support
Once the warranty period has expired, Genfare offers two options for ongoing support. With a service contract, an annual contract provides access to complete software support. As another option, we offer project-based support where specific requests are given an individual estimate.
To keep your new transit solution running smoothly, it is important that all city representatives and employees understand the aspects most relevant to their position. Genfare offers multi-modal training, with on-site training, webinars, and sessions at our corporate headquarters in Elk Grove Village, IL. Our trainers are experts who can provide everything from simple overviews for city management all the way to data system analysis, operator training, farebox maintenance, and more.
One-time or onsite maintenance staff
Genfare can provide as-needed on-site maintenance or, for larger systems, a permanent on-site maintenance staff. To allow flexibility for your budget, we also offer training that allows you to train your own staff in maintenance and repair of Genfare systems.
If an individual component requires repair, our Aftermarket Parts Team is standing by. Parts can be repaired within 15-30 days (or sooner, if expedited).