inSTREAM for Delay Repay delivers solutions for both Manual Delay Repay (MDR) and Automatic Delay Repay (ADR) including the processing of claims for Smart Card, TfL and Oyster Card users. inSTREAM integrates with any CRM platform and TOC website and is fully configurable for individual TOC’s Delay Repay schemes ensuring full ORR and DfT compliance.
ADR claims can be applied to Online Advance Ticket Purchases and electronic tickets. inSTREAM ADR is a fully automated solution whereby customers receive compensation without any human intervention. A high level summary of the process is described below:
|1.||inSTREAM downloads and imports booking data files describing journeys, tickets and refunds from the previous day|
|2.||Journeys that meet the ADR filter are selected and queried for delay against the journey database|
|3.||inSTREAM creates a case in the TOC’s CRM system and once the compensation is processed inSTREAM sends an email to the customer to inform them|
MDR claims processed regardless of the ticket type; paper, mobile, season, Smart Card, Oyster Card
Claims methods accepted: Station forms, via email or post or most commonly using the TOC website Compensation Claim
Verification and enrichment of data from data sources such as such as real-time train information and timetable schedules
Customer claim information validated to assess it to calculate both the claim decision and amount
CRM case updates, compensation payment and email to the customer automatically triggered
As part of claims processing, inSTREAM performs checks against other sources of information to query duplicate and conflicting claims and has several inbuilt fraud checks which include:
Reporting & Dashboards
inSTREAM’s dashboards and reports provide organisations with visibility of processes and people enabling monitoring of costs, quality, capacity and productivity leading to greater control. inSTREAM provides analytics and insights into:
Data audit trails
All information is kept within a secure environment, with appropriate access granted. InSTREAM provides organisations with a simple and powerful way to bring together documents into a secure repository and create reports for management information.
Full visibility of processes enables organisations to be fully GDPR compliant. Celaton is an ISO 27001:2013 certified organisation ensuring your data is protected. Celaton is certified as compliant with ISO 27001:2013 which is globally recognized as the premier information security management system (ISMS) standard. Celaton achieved certification by developing and implementing a comprehensive Information Security Management System (ISMS).nd GDPR compliant.