Case Study: V/Line achieves better customer engagement and service alerts with Whispir

V/line - Customer Case Study

V/Line, Australia’s largest regional public transport operator, wanted to improve customer engagement by automating the delivery of service updates across its train network. The company needed a better way to prioritise and share delay and cancellation information with a mobile audience across its five Victorian rail lines, while also improving communication with staff.

Whispir implemented “V/Line Inform,” a multi-channel service information system that delivers alerts via SMS, email, RSS, websites, and social media, with separate Twitter feeds for each train line. Using Whispir, V/Line can publish approved, targeted messages simultaneously across channels, manage customer preferences through a portal, and send internal updates more efficiently; the platform now supports more than 9,000 users, reduces general enquiries, improves customer satisfaction, and strengthens staff communications.

V/Line

Simon Lock

Digital Communications Advisor