Case Study: Arriva achieves centralized IT, executive reporting and 20% customer-portal adoption with Cherwell Software

Arriva - Customer Case Study

Arriva, one of Europe’s largest passenger transport providers with more than 60,000 employees and 2.2 billion annual journeys, undertook a 2017 IT transformation to centralize its IT function and unify 13 disparate support teams. Fragmented tools and inconsistent processes meant poor visibility and uneven service, so Arriva ran an RFP to find a single ITSM solution that could consolidate tools, align teams, and support a new customer portal.

Arriva selected Cherwell’s IT Service Management platform and completed implementation within three months, launching the new tool and restructured team with minimal disruption. The platform delivered centralized processes, executive-level dashboards and KPI reporting, and a customer portal that now handles over 20% of requests (growing 2% month-on-month). Cherwell’s flexibility also enabled a bespoke GDPR tool to segregate and track subject access requests without impacting service performance, and Arriva is evaluating wider European rollout.

Arriva

Alan Sherwen

Director of IT Services