Part of the Virgin Group, Virgin Trains is a train operating company in the United Kingdom which operates long-distance passenger services. The company turned to Celaton to implement its Intelligent Document Processing (IDP) solution, inSTREAM™ to help streamline the handling of its customer correspondence.
"Virgin Trains openly state that Celaton are one of the best suppliers in terms of service, insight, innovation and future proofing they have ever worked with."
Scalability during surge periods without additional resource
Real time visibility and management of customer correspondence
Faster case resolution ensuring all correspondence are processed within SLAs
Significant improvement in customer experience
Improved staff morale and productivity
“ The result has been impressive and a complete success. We have significantly improved our ability to respond to customers and achieved flexibility and scalability whilst reducing cost. ”
Celaton deployed its Intelligent Process Automation Platform, inSTREAM, to help Virgin Trains streamline the labour intensive administrative tasks and decision making in handling their customer correspondence.
All customer correspondence (emails, post and web forms) are received by inSTREAM which learns the pattern of unstructured content through the natural consequence of processing the document. As a result, inSTREAM is able to read and categorise the correspondence whilst recognising and extracting key information required to process the document and respond to the customer.
inSTREAM has acheived a multitude of benefits for Virgin Trains, including a reduction in processing time leading to improved case resolution, however, crucially it has enabled Virgin Trains to utilise the skills and passion of staff which has freed up time for them to create, implement and drive a sustainable long term strategy for customer relations.
“ At all times our objective is to respond to our customer and provide an amazing customer experience. With inSTREAM we can achieve this and we can cope with unexpected demands and exceed our customer expectations. ”