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™.
"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."
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.
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.
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.
“The result has been impressive and a complete success. We have significantly improved our ability to respond to customers and achieved flexibility and scalability."
inSTREAM has a wide variety of integration capabilities.Read more
Celaton is an ISO27001 certified organisation.Read more
inSTREAM’s dashboards and reports provide organisations with key data and insight.Read more