Case Study: Virgin Trains achieves 44% CSAT improvement and faster service delivery with ServiceNow

Virgin Trains is delivering the train journey of the future one milestone at a time

Virgin Trains, the UK train operator with about 3,400 staff, set out to modernize its customer and employee experience after struggling with an aging ITSM platform, limited visibility into processes, slow response times (including lengthy refunds and hiring processes), and middling customer satisfaction scores in the mid-20s. The company needed a single, data-driven platform to streamline IT and service processes and improve service delivery across the enterprise.

Using ServiceNow to modernize ITSM, ITOM, configuration and customer service management and performance analytics, Virgin Trains automated tasks, gained real-time visibility, integrated supplier data and began rolling out CSM to connect departments. Early results include a 44% CSAT improvement in the first eight weeks, Net Promoter Scores averaging 70–80, a 75% reduction in hiring time (from one month to one week), £50,000 saved in IT productivity, a 33% drop in service tickets, and projected further savings by extending efficiencies to suppliers.

Virgin Trains

John Sullivan

CIO