Case Study: ScotRail achieves compliance and resilient, scalable compensation processing with Pulsant Enterprise Cloud

Pulsant supplies Enterprise Cloud solution to ScotRail project

ScotRail, Scotland’s national train operator, needed a dependable, transparent way to manage new refund methods introduced by the National Conditions of Carriage and to meet tight delivery deadlines. With a two-month window to implement a solution and existing infrastructure unable to cope with the forecasted traffic, ScotRail (via partner Abellio and TSG) required a compliant, real-time CRM that could handle compensation claims and provide an auditable workflow.

TSG developed and deployed its TOCrm solution and partnered with Pulsant to host it on Pulsant’s Enterprise Cloud, initially on a physical server and then migrated to the cloud. Pulsant’s platform provides built-in redundancy and business continuity across two data centres, supporting ScotRail’s contact centres in Fort William and Glasgow, enabling audit trails for compliance, easier scaling during peak periods, and resilient failover to maintain service continuity.

ScotRail