Rail Delivery Group is responsible for all rail services in the UK, overseeing a record 1.7 billion business and leisure journeys made in 2017, and facing rapidly increasing customer demand for real-time service information.
Rail Delivery Group needs its critical information services to be constantly accessible, yet it faces unpredictable disruptions such as major weather events, which cause inquiry volumes to skyrocket. These disruptions previously overloaded Rail Delivery Group’s communication systems, but it was not cost-effective to deploy premise-based equipment orhosted services that would rarely be used to capacity.
Rail Delivery Group began using Content Guru’s storm® platform to handle any volume of contacts, through any channel, in its customer inquiries center. During the most severe winter weather event in 25 years, storm’s scale on-demand capabilities helped Rail Delivery Group handle volumes over 13 times higher than average, without reaching full capacity.