Case Study: TransPennine Express saves 260 hours annually with Orlo

TransPennine Express saves 260 hours annually with Orlo

TransPennine Express, a rail service operator across northern England and Scotland, faced a challenge in managing high volumes of daily passenger interactions across multiple digital channels. They lacked centralized visibility into passenger sentiment and operational performance, making it difficult to spot trends and respond proactively. The company sought a solution from Orlo to bridge this gap.

Orlo implemented a dual-reporting approach using its Insights and Custom Analytics tools to provide a complete picture of customer engagement. This automated system replaced manual data collection, saving TransPennine Express 260 hours annually. The solution also provided real-time sentiment analysis, leading to a 13-minute reduction in average response time quarter-on-quarter and allowing for optimized staff scheduling based on data-driven insights.

TransPennine Express