National Rail RetailerCustomer service improvement and operating model redesign
Transforming customer service and efficiency: cutting complaints, costs, and complexity for millions of customers across the UK.
The Challenge
High operational costs and frustrated customers.
Our client, a prominent provider of rail services, was struggling with a surge in customer complaints and escalating contact centre costs. Technical and process-related issues were leading to negative customer feedback that not only impacted their reputation but also forced their contact centres to operate at double capacity. Encordia was brought in to assess its retail solutions and restructure its operating model to enhance customer satisfaction and reduce costs.
Our Approach
Uncovering processes and redefining success.
We kicked off the project by mapping out their existing processes, focusing on the customer service workflow, and identifying inefficiencies and technical constraints in their systems. Collaborating closely with the client to define the scope and priorities, we established reporting systems, tracked error volumes, and used this data to design a solution to address the core inefficacies in their infrastructure.
Understanding our client’s technical and organisational needs requires a deep dive into their operations, including targeted workshops across multiple teams, systems and functions. We provided external advisory and a comprehensive review of current solutions, proposed the necessary enhancements, and pinpointed actionable insights for focused interventions.
Using a phased approach, we designed and developed a new operating model to address high-volume issues, prioritising solutions that would deliver immediate, impactful results with minimal disruption to teams and customers.
The Outcomes
A robust framework with improved customer service workflows and reduced contact centre costs.
Customer complaints were drastically reduced, leading to lower contact centre costs and improved budget allocation.
Significant error reduction, with a newly designed web and mobile app, which reduced errors by 98%, increasing conversion and brand reputation.
Improved data quality with better visibility, reporting, and decision-making, giving the client clearer insight into their operations and allowing for proactive issue identification.
Widespread impact, with solutions successfully delivered to over 6 million users nationwide.