Network Rail Transforms Customer Experience with Oracle Cloud
"We have worked with Boxfusion as our Oracle partner for over three years and they have been invaluable in helping us realise the potential for the products we were using... They understand our business and the improvements we want to make to benefit both our customers and the internal users and we know that we can trust them to deliver the solutions that work for us."
Nicola Mayers, Senior Customer Contact Manager, Network Rail
Background
Network Rail owns and manages the railway infrastructure in Great Britain, which includes over 20,000 miles of track, 30,000 bridges, tunnels, and viaducts, and thousands of signals, level crossings, and stations. It also owns and runs 20 of the country’s largest railway stations. Their work impacts the millions of people who travel by rail, and the lineside neighbours whose businesses and homes are next to the railway.
Network Rail has a diverse audience requiring different types of information through different channels, from customers reporting incidents and asking questions to businesses helping to improve the railway.
Goal
Network Rail wanted to create a digital information platform, connecting information from their existing complex business systems, and serving the information needs of all their customers across different channels.
- Enable digital notifications for greener, cost-effective communication of planned closures and engineering works to lineside neighbours.
- Automate responses to repeat queries and deflect non-Network Rail queries away from the service team e.g. ticket enquiries and refunds.
- Provide a modern, intuitive way to report issues along the railway e.g. overgrown vegetation, broken fencing and drainage queries
- Automated surveys at the end of an engagement enable quality monitoring across routes and regions.
- Improve support effectiveness and customer satisfaction levels
Solutions
Network Rail already used some Oracle Cloud applications but chose to build upon them to help them create seamless interactions, automate queries and processes, and ultimately help them leverage the power of connected systems.
- Automating planned work notifications for lineside neighbours through email, post and other messaging platforms planned for future.
- Empower agents to easily forward incidents and track their progress, across teams and third parties.
- AI-powered self-service web support identifies, categorises and escalates high-priority customer queries, to the right team for support.
- Google Maps and What3Words integrated into the incident reporting process, allows the public to pinpoint locations for safety concerns.
- Automated surveys at the end of an engagement enable service quality monitoring across routes and regions.
Results
Network Rail now have a digital platform, that's scalable and flexible, enabling them to introduce new capabilities to fulfil rapidly evolving customer needs.
The intuitive solution facilitates two-way communication with their customers, sending timely information, providing access to helpful resources and gaining valuable feedback for improvement.
Some of the key benefits of their transformation were:
- Cut outbound notification cost from pounds to pennies
- 24x7 self-service and automation capability
- 75% Chatbot sessions resolved without agent involvement
- Time-saving allowed agents to focus on critical queries
Technologies
Learn more
Boxfusion have delivered many successful Oracle projects focused on enhanced communications, query deflection, efficiency and automation.
Let us show you how our team of experts can successfully help you plan and navigate various phases of your transformation journey, smoothly and without disruption.