UK: South Western Railway has worked with Route 101 to roll out a replacement customer relationship management platform based on Zendesk Suite Enterprise and SweetHawk SuperSuite.
This has replaced a Microsoft Dynamics CRM system. It includes a customised help centre enabling customers to easily find answers to common questions and resolve issues independently; a modern customer service ticketing platform; and a bespoke application to manage and automate the refund process, including voucher printing.
Route 101 says this has eliminated 300 to 500 manual triaging activities daily through web form functionality and ticket routing, provides a more efficient refund experience with fewer steps for agents and reduced delays for customers, and has merged separate contact channels to offer a more joined-up service and improved insights into customer behaviour.
‘Route 101 have worked closely with us in the replacement of our very old CRM system’, said Pete Ansty, Customer Contact Business Technical & Performance Manager at the train operator. ‘We are already seeing the benefits of the new solution in terms of positive customer feedback and seeing improvements in agent productivity.’
