Case Study: National Express Coach achieves self-service BI and faster operational decisions with Qlik

Data and Analytics optimise company performance and customer satisfaction

National Express, the UK's largest scheduled coach operator and a major urban bus provider outside London, needed a BI and analytics platform to overcome manual reporting, fragmented data silos, one‑dimensional reports and long event‑to‑action latency. The goal was to deliver BI as a service to give planning, commercial and operational teams faster, more flexible and deeper insights across the business and its partner network.

Working with Data Technology, the company rolled out QlikView (2013) and QlikView Extranet (2016), then built a UK BI Centre of Excellence and migrated bus and coach divisions to Qlik Sense (2018–2019). The solution enabled true self‑service analytics, established operational standards for about 45 partner operators, improved network optimization and product revenue, supported proactive quality and safety measures, and boosted customer satisfaction through post‑journey analysis.

National Express Coach

Frank Kozurek

Director of Business Intelligence