Decision Support Tool
CX Support
CEIS
AubinFeatures
A practical solution
The tool is fully remote and can be used anywhere within the station, including platforms, to improve frontline customer service
Real-time information
Delivers immediate customer service information such as latest train arrivals and departures as well as real-time station information direct to mobile device or tablets
Modular functionality
Allowing the functionality of several apps to be combined into a single user interface to reduce the number of apps staff need to consult.
A reference library
Stores information ranging from ticket prices and station or PIDD manuals via rail planners as well as rail replacement bus information to give station staff the information they need at their fingertips in seconds.
What problems does it solve?
- The lack of real-time information that front-line staff have when dealing with passenger enquiries at busy stations at peak times (this leads to passengers being given inadequate or inaccurate passenger information during disruption, a leading cause of passenger dissatisfaction).
- Provides information quicker, as recent passenger survey data suggests passengers aren’t satisfied with the speed of information from TOCs surrounding delays.
Solution
- Helps TOCs improve their response to disruption issues by planning alternative routes, so that station staff are not out of the loop when helping solve a passenger query, thus speeding up communication and creating more satisfied customers.
- Bridges the communication gap between control teams and frontline station staff, which escalates disruption and doesn’t give station staff the information that they need when talking to customers.
- Integrates all your existing apps to save you money, which could be used in other areas
What are the benefits?
- Streamlines communication by collating all information into one app, allowing for one-person communication which will reduce passenger time as well as increasing customer satisfaction
- Reduces training needs as a result of an easy to use and intuitive UI, meaning minimal training needed, thus accelerating onboarding time for new staff
Planning alternative routes in disruption will both increase customer satisfaction and reduce time spent manually re-routing passengers - Bridges the communication gap between control and customer service staff so information is received more promptly
- Integrates with in-house IT systems which will save time for those who work in Control and Customer Service positions
- Can be customised for any TOC, from a largely commercial ‘off the shelf’ solution
