Case Study: Transport for London achieves world-class customer service and reskills 5,000+ staff with Kallidus

Transport For London - Customer Case Study

Transport for London (TfL), which runs London's buses, trains, river services and Underground, launched Fit for the Future Stations — a three‑year programme to overhaul customer service, restructure teams and reskill more than 5,000 employees and managers to meet rising customer expectations. TfL needed a partner to deliver scalable, engaging learning that worked across devices and even with limited or no internet underground.

Kallidus delivered a blended solution of immersive, media‑rich e‑learning, an interactive game and experiential workshops (built in Storyline for easy future updates) that is accessible offline and on any device. Adoption was high (80% accessed ticketing modules; 96% of managers completed customer service modules) and outcomes included doubled staff presence in customer‑facing areas, staff helpfulness scores rising from 62 to 92, faster station rollouts (six of 250 ticket halls per week), supervisors moving into customer service management roles with a new competency benchmark, and more than eight industry awards including the Princess Royal Trust Award.

Transport For London