Case Study: East Midlands Railway achieves 5+ hours/day email processing savings and faster customer responses with ABBYY Digital Intelligence

East Midlands Railway improves their email processing time by over 5 hours per day with ABBYY Digital Intelligence and Advanced Classification from Engeneum

East Midlands Railway (EMR) needed a faster, more reliable way to record and report complaint causes at the time emails were received rather than waiting up to 20 days for a response. The team sought a flexible, easy-to-integrate solution that would cut manual processing, meet reporting needs, and link directly to their CRM.

By implementing ABBYY Digital Intelligence with Engeneum’s advanced email classification, EMR automated capture and classification of message text and attachments and routed the data straight into their CRM. The system now processes about 65,000 emails per year, saves at least five manual hours per day, delivers faster responses well below the 20‑day KPI, and has driven productivity gains and cost savings.

East Midlands Railway

Nara Burne

Customer Experience Systems Manager