Service & Support

Sentry’s Integrated omnichannel call center system allows tracking phone calls to provide better and faster service.

Customer oriented and well-trained

Call-center
The Call Center staff is trained for passenger assistance with well-thought and pre-written day to day operation policies.
Drivers
The drivers are also impeccably prepared to deal with any kind of passengers: they have access to a training website with all the detailed information and presentations to learn and do exams after

Support in numbers

100% Сomplete support of CMS requirements for call handling

ZERO Blockage

1 DAY Time within requested callbacks are completed of the original request

100% Of all incoming member calls will be acknowledged within 20 seconds (4 rings)

100% Availability of Spanish and English live agents

100% Availability of additional language lines for all other languages

24/7 Customer support metrics are closely monitored to meet the expectations of the client's need

Ready to help at any moment

Customer Support

Call supervisors Customer service reps

Quality Assurance

Complaint specialists Real-time monitoring

Network Oversight

Relationship managers Trip dispatchers

Highlights

Live trips monitoring team Ability to anticipate late arrivals and find alternate vehicle Close relationships fostered with network service providers NSPs able to reroute trips anytime 94% of complaints resolved same-day 1.5 Complaints per 1000 trips 2-way-street relationships with NSPs and drivers 24/7 multilingual call center