Case Study: South Yorkshire Passenger Transport Executive achieves £400,000 savings and better customer service with Ordnance Survey

South Yorkshire Passenger Transport Executive - Customer Case Study

The South Yorkshire Passenger Transport Executive (SYPTE) faced the need to migrate more customers online, improve customer interactions for information and ticketing, and reduce the cost per transaction. To achieve a centralised data source and enable customer self-service, SYPTE implemented Microsoft Dynamics CRM and worked with Ordnance Survey, using AddressBase Premium and a range of OS mapping datasets to underpin its new systems.

Ordnance Survey’s AddressBase Premium and PSMA/OS OpenData maps were integrated into a new CRM-driven web portal (mytsy.travelsouthyorkshire.com) and mapping apps, enabling ticket purchases, journey enquiries, disruption alerts and issue reporting. The solution delivered quicker first-contact resolution, reduced staff numbers, improved customer satisfaction and patronage, and generated measurable savings of £400,000 in the first year for SYPTE.

South Yorkshire Passenger Transport Executive

Peter Elliot

South Yorkshire Passenger Transport Executive