Case Study: Virgin Trains Achieves Faster Customer Service with Celaton inSTREAM

Supporting exceptional customer service with automated customer correspondence handling

Virgin Trains, part of the Virgin Group, needed to manage a fast-growing volume of customer emails, post, and web forms as passenger numbers increased. The surge was overloading the customer relations team with manual data entry and making correspondence processing time-consuming, error-prone, and costly, which began to hurt the customer experience. Celaton helped address this challenge with its Intelligent Process Automation Platform, inSTREAM.

Celaton deployed inSTREAM to read, categorize, and extract key information from incoming correspondence, while learning from customer relations agents as they validated or amended its decisions. The result was an 85% reduction in manual effort, cutting daily processing time from 32 man-hours to 4, eliminating the need for temporary staff during peak periods, and improving SLA visibility and overall customer service. Virgin Trains reported better flexibility, scalability, and response times, while Celaton enabled the team to focus on higher-value work.

Virgin Trains

Christian Clarke

Head of Customer Relations