Today, ScotRail passengers – and the TP (ex-Teleperformance) customer service teams supporting them – have access to a new, more connected way to find information, resolve issues and get answers to queries.
For all of us at UP3, this is a proud moment. Our work with TP & ScotRail brought to bear our deep rail sector and ServiceNow expertise to deliver a genuinely best-in-class experience for passengers and customer service teams from day one.
Across the rail industry, expectations have changed fast. Passengers want answers quickly, and to communicate on the channel that suits them. And they expect compensation processes like Delay Repay to be simple, transparent and consistent.
ScotRail’s new service brings together customer contact capabilities across voice, email, webchat and whitemail initially, with future plans to introduce additional channels and services, delivered from TP’s Glasgow operation.
And what really makes this different is what sits behind the scenes: a single, joined-up platform that makes it easier to resolve queries faster and with far less friction.
As TP’s technology partner, UP3 implemented ServiceNow Customer Service Management (CSM) as the single platform to manage all customer engagement and implemented Rail Case Management – our rail-specific product built on ServiceNow.
In plain terms, ServiceNow provides the enterprise-grade CRM foundation; and the UP3 Rail Case Management product adds the rail-specific capability that Train Operating Companies need, based on years of learning from work with other customers in the rail sector.
This go-live isn’t just a “lift and shift”. It delivers meaningful improvements for both TP customer service agents and ScotRail customers, including:
ScotRail’s customer service operation can now handle enquiries, refunds, feedback and Delay Repay in one platform, rather than splitting work across separate systems. This single customer view significantly reduces “swivel-chairing” between systems, improves handoffs and enables teams to resolve issues and respond to queries quicker – while providing an overall improved employee experience.
And there’s also a less visible but no less critical benefit. All train operators are required to evidence performance against detailed Office of Rail and Road (ORR) regulations, and too often that insight is stitched together manually from disconnected tools. By bringing cases and data into one platform, ScotRail is in a much stronger position to report and meet regulatory requirements.
A key focus with this implementation is Delay Repay automation rates – getting more claims processed automatically, so customers receive compensation faster and agents spend less time on manual admin. We have added a ‘one click’ element to this service, so where the data indicates a customer was delayed, the service will proactively notify them and allow them to claim via a simple link. This is achieved by combining train running data with ticket purchase and ticket usage data. We believe this proactive, customer-centric approach reflects where the industry needs to go next.
Proactive, in-built fraud detection helps protect the integrity of Delay Repay and, just as importantly, helps genuine claims move faster because teams aren’t forced into blanket suspicion and extra checks. More importantly, the fraud detection algorithms will prevent money from leaving the business in the first place, thus reducing costs associated with recouping through the courts.
Two new customer portals provide a more modern, intuitive experience for passengers engaging with customer service and Delay Repay.
Go-live is the starting line, not the finish. UP3 will work continuously through our ServiceNow Managed Service to help drive adoption, tune automation rules and deliver enhancements in short sprints based on real agent and customer feedback.
And because the service is built on ServiceNow, ScotRail has a platform foundation that can adopt new capabilities over time, including advanced automation and, where appropriate, AI-enabled features, without re-platforming.
Big congratulations to the teams at ScotRail and TP – and a huge thank you to everyone who’s contributed across delivery, operations, and employee experience.
We’re excited about what this unlocks for TP staff and ScotRail customers, and also what it showcases for the sector in terms of modernising customer operations with platforms that can scale, adapt, and improve continuously.
Written by:
Technical Architect
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