Railway Staff Challenges
Railway station staff in the UK face key challenges, including simplifying complex ticketing structures, managing real-time updates on delays and disruptions, supporting passengers with disabilities, meeting high customer service expectations, providing accurate schedule and platform information, and staying well-trained despite evolving procedures. These issues strain staff resources and impact service quality.
How these problems are addressed
Live arrivals & departures
Real-time notifications and alerts for delays, cancellations and alternative routes, including buses and other forms of transport.
Ticket Prices
User friendly fare calculator for national and metro services.
Live train map
A live train map provides real-time tracking of train locations and movements.
Journey Planner
The journey planner helps staff assist passengers to find the best routes and schedules for their trips.
Content Management System
A CMS allows management staff to easily update and manage the maps and guides within the app.
Maps & Guides
Comprehensive knowledge with training documents and immediate access to essential information.
The Customer Experience App addresses these challenges by incorporating several key features: an intuitive fare calculator to simplify ticketing and fare structures; real-time notifications and alerts to keep staff informed about delays, cancellations, and alternative routes; detailed maps and guides to aid staff and passengers, an in-built journey planner and live train map. Staff and passengers will benefit from this information and lead to improving customer service efficiency.
Benefits
Better informed staff
Keeps staff members informed quicker than relying on existing systems – meaning passengers get the information they need more quickly
Saving customers and TOCs money
Helps staff to communicate ticket prices and structures better to passengers – alleviating pressure on staff and helping passengers to get home quicker, and reducing associated train operating costs.
Accurate and timely information
Guides, training material and maps help staff to assist passengers with accessibility issues better than they would be able to normally.
Improved customer satisfaction
Better customer KPIs from timelier information and reduced delays.
Promotes training and new learning
Provides staff with a quick reference for ongoing learning and immediate access to essential information – and gives managers the tools to upload and manage these documents.
Bespoke Rail Solutions
We understand that one size doesn’t fit all when it comes to rail. That’s why we offer bespoke services and customisable modules which can be mix-and-matched to ensure that your rail solutions perfectly align with your unique requirements.
We pride ourselves on our flexibility and agility, seamlessly integrating custom solutions into your project timeline and budget.
Whether you’re looking to enhance safety, improve efficiency, or optimise performance, we ensure that your railway system is tailored to meet your exact requirements.
Other products
Decision Support Tool (DST)
Enhancing railway control room efficiency to reduce delays across the railway network
View product
For a consultation or a product demo, please get in touch.
Or alternatively, call us on 0203 011 1008
