{"id":64541,"date":"2023-08-30T13:15:00","date_gmt":"2023-08-30T20:15:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=64541"},"modified":"2024-09-16T14:48:20","modified_gmt":"2024-09-16T21:48:20","slug":"mta-customer-service-salesforce","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/mta-customer-service-salesforce\/","title":{"rendered":"The Metropolitan Transportation Authority Keeps Customer Service on Track with Salesforce"},"content":{"rendered":"\n<p><em>Editor\u2019s Note: AI Cloud, Einstein GPT, and other cloud GPT products are now Einstein. For the latest on Salesforce Einstein, go <\/em><a href=\"https:\/\/www.salesforce.com\/news\/topics\/artificial-intelligence\/\"><em>here<\/em><\/a><em>.<\/em><\/p>\n\n\n\n<p>Today at <a href=\"https:\/\/www.salesforce.com\/world-tour\/dc\/home\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">World Tour D.C.<\/a>, the Metropolitan Transportation Authority (MTA) showcased how its Customer Assistance System (Cassie) uses Salesforce to power smarter, stronger, and more reliable experiences.&nbsp;<\/p>\n\n\n\n<p><strong>What\u2019s the impact: <\/strong>The <a href=\"https:\/\/new.mta.info\/\" target=\"_blank\" rel=\"noreferrer noopener\">MTA<\/a> is the largest transportation network in North America, serving over 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Before Salesforce, the MTA was operating on an older, more limited system. Switching to Salesforce created an opportunity for the MTA to standardize their case categorization structure and customer support processes, achieving greater consistency in the customer experience and in reporting among core agencies including New York City Transit, Long Island Rail Road and Metro-North Railroad.&nbsp;<\/li>\n\n\n\n<li>With the Cassie system now powered by Salesforce, MTA has modernized with digital tools for self service, robust case management, personalized communication efforts, and increased collaboration \u2013 giving riders a better experience when they need assistance.&nbsp;<\/li>\n<\/ul>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards 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Government\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t4 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"92799\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-gdpr-compliance-certification\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=1024\" class=\"content-card__image\" alt=\"Agentforce Gets Second-Level Compliance with EU Cloud Code of Conduct\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=1024&amp;h=576 1024w, 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https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-gdpr-compliance-certification\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tAgentforce Obtains Second-Level Compliance with the EU Cloud Code of Conduct\u00a0\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t1 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/64541\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<p><strong>Dive deeper: <\/strong>The MTA is using a combination of Salesforce technologies to power its customer experiences.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>With the help of <a href=\"https:\/\/www.salesforce.com\/products\/experience-cloud\/overview\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Experience Cloud<\/a>, cases are automatically created in Cassie whenever a customer submits feedback via the MTA\u2019s main online intake form or one of a number of custom-built forms, or contacts the MTA via its Contact Center. Social media and chat interactions are also incorporated into Cassie for more robust reporting on customer concerns.<\/li>\n\n\n\n<li>With <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/overview\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a>, cases are routed to specific queues based on the fields and picklists completed by the customer for faster handling. Staff can then follow-up with personalized status updates directly to the customer\u2019s email as the issue is resolved.&nbsp;<\/li>\n\n\n\n<li>MTA\u2019s legacy system required customers to check a box on the MTA website to begin receiving numerous, non-customized emails and SMS related to system-wide closures and repairs. The new system, built on <a href=\"https:\/\/www.salesforce.com\/products\/marketing-cloud\/overview\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Marketing Cloud<\/a>, will allow MTA to deliver riders the right message at the right time, increase subscribers, and build brand loyalty with timely and effective notifications.&nbsp;<\/li>\n\n\n\n<li>MTA\u2019s solutions leverage <a href=\"https:\/\/www.mulesoft.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">MuleSoft<\/a> to integrate with other internal systems and share information between customer departments and other internal departments. For example, equipment maintenance requests are communicated via MuleSoft from Service Cloud to MTA\u2019s internal asset management system, and updates are provided back to Service Cloud once equipment is fixed.<\/li>\n\n\n\n<li><a href=\"https:\/\/appexchange.salesforce.com\" target=\"_blank\" rel=\"noreferrer noopener\">AppExchange<\/a> partner app <a href=\"https:\/\/appexchange.salesforce.com\/listingDetail?listingId=a0N3000000B3dgGEAR&amp;tab=e\" target=\"_blank\" rel=\"noreferrer noopener\">Copado<\/a> is improving the quality, speed, and security of MTA\u2019s deployment of Salesforce technologies \u2013 connecting its customer experiences at scale faster.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p><strong>The Salesforce perspective: <\/strong>\u201cThe MTA launched Cassie to enhance the entire customer experience for riders today \u2014 and in the future. With Salesforce technology powering the operation, Cassie allows the team to proactively approach and adjust service provision, assess complications, pain points, and roadblocks for customers before they present themselves. With this level of visibility, MTA can stay ahead of the curve and ensure riders have the most comfortable service experiences possible.\u201d \u2013 Nasi Jazayeri, EVP &amp; GM, Public Sector &amp; ESG, Salesforce<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>With Salesforce technology powering the operation, Cassie allows the team to proactively approach and adjust service provision, assess complications, pain points, and roadblocks for customers before they present themselves.<\/p>\n<cite>Nasi Jazayeri, Salesforce<\/cite><\/blockquote>\n\n\n\n<p><strong>Learn more:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Read more Salesforce customer success stories <a href=\"https:\/\/www.salesforce.com\/news\/collections\/success-now\/\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a><\/li>\n\n\n\n<li>Learn more about <a href=\"https:\/\/www.salesforce.com\/products\/experience-cloud\/overview\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Experience Cloud<\/a>, <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/overview\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a>, and <a href=\"https:\/\/www.salesforce.com\/products\/marketing-cloud\/overview\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Marketing Cloud<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Editor\u2019s Note: AI Cloud, Einstein GPT, and other cloud GPT products are now Einstein. For the latest on Salesforce Einstein, go here. Today at World Tour D.C., the Metropolitan Transportation Authority (MTA) showcased how its Customer Assistance System (Cassie) uses Salesforce to power smarter, stronger, and more reliable experiences.&nbsp; What\u2019s the impact: The MTA is [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":64625,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1729],"sf_theme":[1917],"sf_topic":[2068,1744,1758],"sf_product":[1759,1772,2363],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-64541","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-news-announcements-customer","sf_theme-customer-engagement","sf_topic-customer-360","sf_topic-customer-success","sf_topic-marketing","sf_product-agentforce-marketing","sf_product-agentforce-service","sf_product-customer-360","sf_location-global"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The Metropolitan Transportation Authority Keeps Customer Service on Track with Salesforce - Salesforce<\/title>\n<meta name=\"description\" content=\"Editor\u2019s Note: AI Cloud, Einstein GPT, and other cloud GPT products are now Einstein. 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