Case Study: Rail Delivery Group improves passenger information and call handling with Eckoh

Rail Delivery Group Self-Service passenger information, journey planning and fare details

The Rail Delivery Group, which operates the National Rail brand and its vital National Rail Enquiries service, faced the challenge of improving the delivery of real-time travel information to handle millions of annual inquiries and enhance the passenger experience. To address this, they partnered with vendor Eckoh to develop self-service IVR solutions.

Eckoh implemented two key services: the "Journey Planner" IVR for personalized trip information and "Station Connect" to route internal rail staff calls. This solution handles significant call volume, including over 100,000 calls in a single day during peak times, and achieves a 96% customer satisfaction score. The implementation by Eckoh successfully reduced operational costs for RDG, freed up call center agents for complex issues, and ensured a consistent, high-quality customer experience across all contact points.

Rail Delivery Group