Case Study : Rail Delivery Group
Rail Delivery Group brings together all train operators in the UK, Network Rail, and National Rail Enquiries (NRE). NRE is the definitive source of information for all passenger services on the national rail network in England, Wales and Scotland.
It handles on average 1.5 million journey enquiries every day through its contact centers and self-service channels. Operating on one of the busiest numbers in the UK, Rail Delivery Group's NRE service needed a solution that would help it to automate the process of answering enquiries, providing a better service at a lower cost and giving real-time updates to customers.
The storm® platform provided a buffer to NRE’s contact center infrastructure, giving them access to effectively unlimited capactiy in the cloud and the ability to provision targeted IVR messages, protecting contact centers during high-volumes incidents.
“storm’s drag & drop interfaces are fast and highly intuitive, and being able to self-service so easily has saved us a vast amount of time and effort. Real-time information means we can be more responsive to changing patterns of contacts, helping to refine and adapt our service to current demand. Using the same interface to handle voice and text interactions has helped us realise further cost savings, and we anticipate additional benefits going forward as we migrate more of our estate onto storm.”
Micky Ball, Head of Contact Centers, Rail Delivery Group
storm scales instantly to accommodate massive peaks in call volumes
storm uses automated interactive voice response (IVR) to intelligent route customers to self-service
Up to 95% of the service was accurate after switching to storm