{
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"title": "VR:n matkustajaliikenteen asiakaspalvelu",
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"Hankinnan kohteena on VR-Yhtym\u00e4 Oy:n matkustajaliikenteen kuluttaja- ja yritysasiakaspalvelun tietyt teht\u00e4v\u00e4t, jotka koostuvat muun muassa puhelimitse ja s\u00e4hk\u00f6postilla tarjottavasta asiakaspalvelusta ja siihen liittyvist\u00e4 taustateht\u00e4vist\u00e4. Asiakaspalveluun tulevat yhteydenotot liittyv\u00e4t p\u00e4\u00e4asiallisesti asiakkaiden matkojen suunnitteluun, matkan aikaisiin palveluihin ja tapahtumiin sek\u00e4 matkan j\u00e4lkeen tapahtuviin tiedusteluihin. Lis\u00e4ksi yhteydenottoja aiheuttavat erilaiset h\u00e4iri\u00f6tilanteet mm. liikenn\u00f6inniss\u00e4 ja lipunmyynniss\u00e4. ",
"",
"Kuluttaja-asiakkaat ottavat yhteytt\u00e4 p\u00e4\u00e4s\u00e4\u00e4nt\u00f6isesti seuraavissa asioissa:",
"",
"\u00b7 junien aikataulut ja asemien tiedot",
"\u00b7 lippu- ja paikkavaraukset ja lippujen myynti",
"\u00b7 myyntikanavien k\u00e4ytt\u00f6tuki asiakkaiden lipunmyyntiin liittyviss\u00e4 ongelmatilanteissa",
"\u00b7 junalippumuutokset tai -peruutukset",
"\u00b7 Asiakkuuteen ja asiakasohjelmaan liittyv\u00e4t kysymykset",
"\u00b7 muut asiakkaan matkustukseen tai varaukseen liittyv\u00e4t kysymykset",
"\u00b7 asiakkaiden tuki ongelmatilanteissa",
"",
"Taustat\u00f6ist\u00e4 p\u00e4\u00e4osa liittyy erilaisten asiakaspalautteiden ja hyvityksien k\u00e4sittelyyn. ",
"",
"Yritysasiakaspalvelu sis\u00e4lt\u00e4\u00e4 seuraavia teht\u00e4vi\u00e4:",
"",
"\u00b7 junien aikataulut ja asemien tiedot",
"\u00b7 lippu- ja paikkavaraukset ja lippujen myynti",
"\u00b7 myyntikanavien k\u00e4ytt\u00f6tuki asiakkaiden lipunmyyntiin liittyviss\u00e4 ongelmatilanteissa",
"\u00b7 matkalippumuutokset ja peruutukset",
"\u00b7 yritysasiakkuuteen, kuten laskutukseen, sopimuksiin ja k\u00e4ytt\u00e4j\u00e4tunnuksiin liittyv\u00e4t kysymykset ja neuvonta",
"\u00b7 muut asiakkaan matkustamiseen liittyv\u00e4t kysymykset",
"\u00b7 asiakkaiden tuki ongelmatilanteissa.",
"",
"Hankinnan sopimuskausi on 36 kuukautta (3 vuotta), jonka j\u00e4lkeen VR voi jatkaa sopimusta enint\u00e4\u00e4n kahdella (2) 12 kuukauden optiojaksolla. Sopimuksen ensimm\u00e4ispituus on siis 36 kk + optiot 12 kk+12 kk.",
"",
""
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"town": "Uusikaupunki",
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"Hankinnan kohteena on VR-Yhtym\u00e4 Oy:n matkustajaliikenteen kuluttaja- ja yritysasiakaspalvelu, joka koostuu muun muassa puhelimitse ja s\u00e4hk\u00f6postilla tarjottavasta asiakaspalvelusta ja siihen liittyvist\u00e4 taustateht\u00e4vist\u00e4. Hankinnan arvioitu kokonaisarvo mukaan lukien sopimuksen optiovuodet on VR:n arvion mukaan noin 9-11 miljoonaa euroa."
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