Traveller – Train Delay Repay

Company:

TSG

My Role:

SOFTWARE DESIGN, SOFTWARE DEVELOPMENT

Duration:

4 YEARS

Category:

MICROSOFT DYNAMICS CRM

Background

THE BRIEF

To create a system for train operating companies capable of validating, processing and issuing compensation for delay repay.

OVERVIEW

In the UK if your train is delayed by a given amount of time you can claim compensation on your purchased ticket. The amount you are due is determine by the type of ticket you purchased and the length of time your train was delayed by.

Before Traveller the process of handing delay repay was lengthy. A representative of the train operating company would have to initially handle the complaint and ask for proof of a ticket purchase by post.

The documents in the post would have to be scanned and filed. The train journey would be validated to make sure it was delayed. The customer profile would be checked for fraud. Finally the amount of compensation due would be calculated and rather a cheque or voucher would be printed and issued back to the customer by post.

The customer receives vouchers through the post as a form of compensation when their train is delayed.

EFFICIENCY

We evaluated the current situation for the train operating companies and proposed the development of a new system for CrossCountry that was to be built on top of Microsoft Dynamics CRM. The idea was to automate vast amounts of the process to massively increase efficiency. This system was later named as TOCrm and ultimately marketed under the name of Traveller.

Background

THE RESULT

Traveller delivered increased capacity to handle delay repay compensation and helped reduce staff overhead by 25%

Traveller was a comprehensive product built on top of Microsoft Dynamics CRM 2011. The core CRM customisations were accompanied with 6 bespoke applications that drove the process of validating a delay claim through to issuing the voucher compensation through the post.

The system was initially built for CrossCountry Trains and the cost of running Traveller was 75% less than what they were paying for their original system. The system was packaged up as a SaaS product and sold into multiple train operating companies within the UK.

PROJECT FEATURES

CUSTOMISATIONS

Traveller was a configurable platform in which the CRM customisations were comprehensive. They had to model complex requirements but also be flexible enough to cater for each train operating companies differing working practices.

BESPOKE APPLICATIONS

Traveller consisted of 6 bespoke applications. Each app connected directly to the CRM and performed unique operations in the delay repay process. The beauty behind the applications was the focus on usability and efficiency that lead to user adoption and increased capacity in handling delay repay.

SUPPORT & TRAINING

Due to how comprehensive Traveller was it required onsite setup time along with training and support sessions. These sessions required weeks away working with the train operating companies to get them up and running.

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