Every day, transit agencies rely on Clever Devices to keep their systems running smoothly. Behind the scenes, our Technical Assistance Center (TAC) plays a critical role in ensuring that when questions arise or issues occur, customers get timely, expert support. Over the past 18 months, we’ve made significant investments to transform TAC, because at Clever Devices, customer success isn’t just a goal, it’s a core value.
Why Customer Success Matters
Customer success is about helping agencies achieve their goals, minimizing downtime, and building trust through responsiveness and transparency.
We Heard You, And We Acted
We asked our customers what would make their support experience better. We heard the need for faster ticket resolution, direct access to Clever Devices experts, better visibility into case status, expanded training resources, and one centralized platform for all support needs.
We took that feedback seriously and acted.
Over the past year and a half, we’ve restructured TAC to deliver a first-class support experience. We doubled the size of our support staff, introduced technical leads on shifts, and launched an internal mentorship program to accelerate training. We improved escalation workflows and created better handoffs from implementation to support, ensuring continuity and faster resolution. And lastly, we introduced CleverCare365, our new Salesforce-powered support platform designed to make interactions seamless.
The CleverCare365 Impact
CleverCare365 is our commitment to 24/7, 365-day support. Here’s what customers can expect:
Since launch, 127 customer accounts have been created, and 768 users are active across the system.
A Big Win for Customers
In November 2025, we delivered a key feature that customers have been asking for: clear, accessible release notes. Now, customers can easily see what’s changed in the latest product updates, helping them plan and operate with confidence. We've already published our first release notes, and customers can expect more to follow as we continue rolling them out with future product updates.
Since launching CleverCare365, feedback has been positive. Customers are seeing improved resolution times, more responsive communication, and improved overall experience.
These wins reflect our commitment to continuous improvement, and we’re just getting started.
For all cases closed in 2025, the average days to closure was 44 days, and the median was just 7 days, reflecting meaningful improvements in how quickly customers receive resolutions.
Looking Ahead: 2026 and Beyond
In 2026, we’ll continue to invest in TAC with a focus on skillset and adding the right roles to further improve the intake and resolution experience.
Customer success is a journey, and TAC is at the center of it. By investing in people, processes, and tools, we’re making sure our customers have the support they need every day, every mile.
This post is part of Service in Sync, a new blog series from Clever Devices that highlights how our service teams support transit agencies across North America. From major events to everyday operations, we’re proud to showcase the people and partnerships that keep public transit moving.