storm® PASSTM:
Passenger automated self-service

Travel Challenges

  • The UK rail network is one of the busiest in Europe, and represents more than 20% of all European passenger journeys.
  • In 2014, more than 1.3 billion passengers made 1.65 billion journeys across the UK — an increase of 117% from the 761 million journeys in 1994.
  • Such intense demand creates inevitable strains on customer services and information systems, especially in adverse weather conditions.
  • Delays, disruptions and overcrowding can lead to severe communication problems between systems, creating further issues for staff and passengers.
  • Content Guru’s storm® platform provides an always-on, multi-channel communication service which connects passengers to the information they need, when they want it.

What our customers say

“The flexibility of the storm platform has enabled us to create new self-service user interfaces rapidly and intuitively, saving us a vast amount of development time and cost. In addition, the ability of the platform to deliver real-time information means we can be more responsive to changing patterns of contact, helping to refine and adapt our TrainTracker™ service to current demand.”
Alastair Page, Operations Manager, National Rail Enquiries

“We were faced with the logistical problem of moving offices while making sure customers and agents could still connect during the Christmas rush. We chose storm because it gives us complete control over our estate, enabling us to re-route numbers with one click. It has also helped us achieve cost savings relative to our old infrastructure, providing a platform for enhancing our communications with new capabilities going forward.”
Nigel Smith, IT Director, Specialist Holiday Group, TUI Travel

Travel Challenges

  • The UK rail network is one of the busiest in Europe, and represents more than 20% of all European passenger journeys.
  • In 2014, more than 1.3 billion passengers made 1.65 billion journeys across the UK — an increase of 117% from the 761 million journeys in 1994.
  • Such intense demand creates inevitable strains on customer services and information systems, especially in adverse weather conditions.
  • Delays, disruptions and overcrowding can lead to severe communication problems between systems, creating further issues for staff and passengers.
  • Content Guru’s storm® platform provides an always-on, multi-channel communication service which connects passengers to the information they need, when they want it.

What our customers say

“The flexibility of the storm platform has enabled us to create new self-service user interfaces rapidly and intuitively, saving us a vast amount of development time and cost. In addition, the ability of the platform to deliver real-time information means we can be more responsive to changing patterns of contact, helping to refine and adapt our TrainTracker™ service to current demand.”
Alastair Page, Operations Manager, National Rail Enquiries

“We were faced with the logistical problem of moving offices while making sure customers and agents could still connect during the Christmas rush. We chose storm because it gives us complete control over our estate, enabling us to re-route numbers with one click. It has also helped us achieve cost savings relative to our old infrastructure, providing a platform for enhancing our communications with new capabilities going forward.”
Nigel Smith, IT Director, Specialist Holiday Group, TUI Travel

The problem

The travel sector is beset with conflicting challenges. On the one hand, customer expectations continue to rise, as they demand interaction with travel providers anytime, anywhere and across any channel. But at the same time, increasing populations and traffic, combined with aging infrastructure, place a tremendous burden on organisations’ abilities to provide core travel services.

Problems as diverse as workforce management, timetabling, and even parking arise across the sector from disparate information systems. This lack of interconnectivity prevents agile responses to issues such as delays, staff sickness, or overcrowded and empty services. Furthermore, customers expect instant updates in response to disruptions — widespread or otherwise — but if train information systems remain siloed and unable to speak to one another, the flow of information is often stemmed and ineffective communication serves to exacerbate disruptions.

Meanwhile, you can reliably predict when spikes in train usage will occur — but with many trains outside of rush hour operating well below capacity, how can you encourage passengers to change behaviours? Vital infrastructure and service improvements must obviously continue, but how can you free up capital to ensure this, while at the same time optimising how you engage with your customers?

Passengers demand service improvements, but with cancelled or significantly late services across England and Wales rising from 2.8% in Q3 2015, to 5.8% in Q3 2016, this is proving to be a difficult task. And yet while there will always be certain disruptions that are unavoidable — such as driver illness, signal failures or the weather — changing how you respond to these disruptions can significantly minimise problems and prevent further issues.

The storm solution

storm PASS provides a powerful centralised cloud customer engagement hub, enabling you to connect passengers to the information they need — when they want it, wherever they are, and however they choose to access it.

By integrating with multiple disparate train information systems, storm enables a seamless flow of information which facilitates swift and lucid communication and access to information. storm automatically identifies passengers looking for information, and connects them to fully-automated services, or to a live contact centre agent if they prefer, enabling swift and easy access to information such as train times and discounts. Customers can also make fully-integrated payments through a secure interface, opening up new streams of revenue.

storm PASS can also act as a buffer for contact centres, absorbing any seasonal or unexpected peaks in traffic. It allows customers to interact at any time, via any channel (web, email, SMS, voice, web chat or social media) and can track every customer interaction. This lays the tracks for efficient trend analysis, in turn creating opportunities for targeted adverts to encourage train usage, and for services that more accurately reflect demand. Such mass-personalised notifications — concerning delays, anticipated disruptions or promotions — can be automatically distributed on relevant channels such as SMS and social media, enabling you to customise targeted promotions and fill empty spaces on services, as well as turnaround potentially disruptive incidents.

storm’s in-depth reporting interfaces provide instant access to real-time and historical data, giving you complete visibility over all communications and data traffic. This enables maximum business agility, allowing you to make changes immediately that anticipate or respond to situations and instantly optimise service flow and effectiveness.

Key Features

  • Enormous scalability enables you to seamlessly respond to mass, multi-channel enquiries during service disruptions, with proactive, targeted broadcasts updating affected passengers instantaneously.
  • Customised and standard intelligent Automated Contact Distribution (iACD®) logic connects passengers to the best sources of information, both inbound and outbound, leveraging factors such as personality, skill and language.
  • Integration with multiple disparate information systems and convergence of data enables automated Identification & Verification (ID&V) of customers, creating complete IT Synergy™.
  • Full multi-channel support optimises customer engagement and enables passengers to access whatever information they need, however, whenever and wherever they want it.
  • Secure automated and agent-assisted payments provide the flexibility and security for passengers to purchase tickets free of hassle, and whenever they wish.
  • Targeted promotions leverage customer data to encourage train usage and fill otherwise empty services.
  • Full integration with systems such as WFM (workforce management) enables you to respond to staff sickness and service disruptions swiftly and effectively, altering resources and automatically modifying contact routing.
  • Integrated, in-depth reporting — both real-time and historical — allows you to identify points of weakness and optimise service flow and effectiveness.

Business Impact

  • Save time and money by automating your customer interactions: free up key people for more complex operations and improve efficiency; connect people to the right information more effectively; and free up capital for core service improvements to assets such as signalling systems and railway tracks.
  • Scale to handle any peak in demand across all channels, while connecting customers to the information they need — even during huge surges.
  • Improved front-line call handling means more customers get through to the information they need. Shorter queues into your contact centre improve customer experience and perception of your service.
  • Pay-per-use OpEx model enables the introduction of services on a per-need basis, reducing the cost of new capabilities while enabling you to phase out premises-based infrastructure for cloud alternatives.
  • Secure Level 1 PCI DSS payments ensure purchases meet the most stringent security requirements.
  • Enjoy complete visibility over all resources and communications: leverage real-time and historical reporting capabilities, with reports accurate to the second or generated instantly for any time period, allowing you to make changes to instantly optimise services.
  • Leverage the seamless flow of data from fully integrated systems and maximise train attendance with promotions on targeted channels to optimise usage and efficiency.

How it Works

  1. Customers with travel enquiries contact travel providers via a channel of their choice (including web chat, SMS, email, voice and social media), and their enquiries are processed in the storm platform.
  2. Custom and standard integration with back-end databases, systems and applications enables storm to feed data into services, automatically identifying customers by CLI (Calling Line Identity) and other credentials, and personalising service delivery.
  3. Customers are automatically connected to the relevant travel information through intelligent Automated Contact Distribution (iACD®), allowing them to view all the information they need, on any channel, and even purchase tickets.
  4. Customers wishing to speak to a live agent are routed through on the channel of their choosing, with agents processing all channels through the same Desktop Task Assistant® interface.
  5. Secure and automated payments are made in the cloud, or with help from a live agent if the customer routes through to a contact centre.
  6. Administrators can make instant updates to continually optimise service performance.
  7. The storm reporting dashboard shows real-time and historical statistics on all communications and data traffic.
  8. Travel companies leverage customer data and preferences captured in the storm platform: storm uses intelligent algorithms to calculate this data and send out proactive, targeted adverts and notifications, helping to maximise service usage.

Learn More

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UK Contact Details

T: +[44] (0) 1344 852 350
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T: +[31] (0) 88 5769 289

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T: +[1] 408 559 3988
F: +[1] 408 559 3977