Every company in today’s competitive landscape is competing based on the same key differentiator: customer experience. Exceptional experiences are what separate the market leaders in the travel industry from those struggling to preserve consistent revenue.
Unfortunately, many travel brands have struggled to deliver solutions that adhere to evolving customer expectations in the past. The Rail Delivery Group, responsible for all the rail services in the UK, found themselves dealing with a significant CX problems, as a result of a disconnected technology estate. Introducing new systems to address an omnichannel audience was becoming unnecessarily difficult and expensive, forcing the brand to look for a new solution.
Fortunately, the Rail Delivery Group discovered Content Guru, a CCaaS provider capable of offering the versatile, scalable customer service solutions the team so desperately needed. Here’s how Content Guru and the Rail Delivery Group joined forces on a new era of customer service.
Creating Transformative Customer Experiences
The Rail Delivery Group in the UK oversees around 1.8 billion leisure and business journeys each year. In order to provide a phenomenal level of service, the company needed to adhere to an increasing demand for real-time service information and guidance.
Unfortunately, as rail journeys in the UK continued to expand, and customer expectations evolved, the group found its existing CX strategy simply wasn’t living up to expectations. A distributed tech environment made it almost impossible for the team to create an omnichannel strategy cost-effectively and efficiently for CX. The brand decided it was time to move beyond premise-based legacy equipment, and transition into the cloud with Content Guru.
Leveraging the “storm” ecosystem from Content Guru, the Rail Delivery Group began implementing new ways to handle any volume of clients, through any channel. The solution immediately began delivering phenomenal results. For instance, during a severe winter weather event (the worst in 25 years) the scalable platform allowed the company to handle contact volumes 13 times higher than average. Passengers were even able to access real-time information automatically via an IVR.
As the company continued to evolve, it began to implement new features from the storm CCaaS platform, including SMS solutions for “TrainTracker” texts, an Online Journey Planner, and a set of Live Departure Boards with built-in AI algorithms.
