Case Study: Rail Delivery Group achieves 89% customer satisfaction and scalable real-time journey updates with Content Guru

Rail Delivery Group - Customer Case Study

Rail Delivery Group, which manages UK rail services and oversees roughly 1.8 billion journeys a year, faced rapidly rising demand for real‑time, omni‑channel passenger information and frequent overloads during major disruptions. Its disparate, premise‑based technology estate was costly to scale and hard to manage, so Rail Delivery Group partnered with Content Guru and its cloud storm platform (storm CONTACT™, storm DTA™, storm INTEGRATE™, etc.) to deliver a unified, scalable contact and information service.

Content Guru deployed the storm suite—using scale‑on‑demand contact handling, TrainTracker Text integrations with the Online Journey Planner and Live Departure Boards, and storm DTA for multi‑channel agent handling—so Rail Delivery Group could absorb spikes of more than 13× normal contact volumes. The solution delivered measurable results: 89% customer satisfaction, 94% service‑level compliance (eliminating penalties), over 95% accuracy in interpreting SMS queries, and streamlined handling of millions of daily journey‑planning enquiries.

Rail Delivery Group

Jason Webb

Senior Service Delivery Manager