Supporting Train Operators with Digital Transformation
In recent years, Train Operating Companies (TOCs) have come under increasing pressure to deliver enhanced customer offerings, including mandatory Delay Repay (DR) compensation and improved customer interaction, whilst still delivering value to its stakeholders.
Balancing these requirements is no simple task and it is in these areas where real value is delivered to TOCs through Celaton's Intelligent Process Automation (IPA) platform, inSTREAM™.
reduction in manual effort involved in correspondence handling
"Virgin Trains openly stated that Celaton are one of the best suppliers in terms of service, insight, innovation and future proofing that they have worked with."
With Celaton’s Intelligent Document Processing (IDP) platform, inSTREAM, organisations can achieve:
Increased operational efficiency
Enhanced customer engagement
Faster processing and response times
Managing DR claims is time consuming, costly and a mandatory requirement for UK train operators. IPA can be applied to the task of processing these claims to achieve great efficiencies and reduces the risk of noncompliance through eliminating errors and delays. inSTREAM for DR is one of the UK’s leading compensation claims processing and management solutions for TOCs, enabling them to significantly increase efficiencies, reduce cost and deliver an improved DR service to their customers.
- Automated processing freeing up agent’s time to spend with customers
- Reduction in operational overheads
- Reduction of errors
- Minimal additional FTE resource required during surge periods
- Compliant with ORR regulations and Consumer Rights Act requirements
As the number of people wanting to travel by train increases, as does the amount of customer correspondence that train operators receive, and it is these interactions which can impact an organisation’s reputation. Managing correspondence is therefore essential for the success of the business, yet they can be the most complex (some TOCs have more than 500 correspondence categories) and time-consuming to process. With inSTREAM IPA, train operators can enhance their customer service offering, through more accurately and quickly processing, and responding to customer enquiries, complaints and requests.
- Improved customer service and reputation
- Increased Net Promoter Scores
- Faster case resolution times
- Staff freed up to complete higher value tasks
- Improved staff morale
Processing the wide variety of complex supplier invoices received, is a manually intensive and repetitive task and is often subject to delays and errors. With inSTREAM IPA, processing can be streamlined through automation, delivering a smart, more efficient process.
- Faster processing time leading to early payment discounts and enhanced supplier relationships
- Higher levels of data accuracy and identification of non-compliant invoice submissions
- Detailed MI reports providing full visibility of invoices and company expenditure
Intelligent Process Automation in Action
“The result has been impressive and a complete success. We have significantly improved our ability to respond to customers and achieved flexibility and scalability."
Supporting business growth and visibility
inSTREAM has a wide variety of integration capabilities.Read more
Celaton is an ISO27001 certified organisation.Read more
Reporting & Dashboards
inSTREAM’s dashboards and reports provide organisations with key data and insight.Read more