Case Study : Rail Delivery Group
Rail Delivery Group (RDG) is responsible for all rail services in the UK, overseeing a record 1.7 billion business and leisure journeys in 2017, and facing rapidly-increasing customer demand for real-time service information. RDG's legacy communication systems were unable to scale to match the spikes in contact volume caused by extreme weather conditions, and lacked intelligent passenger support capabilities. RDG therefore needed a scalable solution that could deliver optimum accessibility and workforce efficiency, whilst also enhancing its communications to provide superior customer experiences.
RDG looked to Content Guru’s cloud contact centre platform, storm, to implement a three-phase optimisation plan, addressing the immediate challenge of scaling to meet ever-growing demand, while introducing seamless omni-channel features to support evolving passenger expectations.
“Rail Delivery Group aims to provide the best possible customer experience, across the railways and our passenger services. The UK has one of the world’s fastest-growing rail networks, which presents a mounting set of challenges, as ever-increasing demand is coupled with soaring customer expectations for how they receive information.
“We first went live with storm to use the platform’s scalability as a buffer to handle the huge surges of demand caused by disruptions, such as weather events, which had previously overwhelmed our systems. With access to the full capacity of storm, we’re assured that we will always be able to handle even extreme levels of demand.
“Due to the modular nature of the platform, we’re able to introduce new features as and when required, allowing us to meet our customers’ omni-channel expectations for instant information, however they choose to interact, wherever they are and whenever the time.
“Working with the Content Guru team to scope out, create and deliver our latest element of the service, which has transformed the rail experience for our disabled passengers, has been an absolute joy. I look forward to continuing our collaboration long into the future!”
Alastair Page, Senior Service Delivery Manager
The scale-on-demand features of storm enable RDG to handle any volume of inbound contacts, even during rail service disruptions.
storm‘s custom integration capabilities enabled RDG to introduce TrainTracker TextTM, which intelligently provides customers with the best travel routes via SMS.
Through storm RDG has been able to introduce Passenger Assist, which supports passengers who are deaf or hard of hearing to book assistance.