Rail Compensation Management

Rail delays and passenger complaints typically result in rail operators having to pay compensation to their customers. In jurisdictions like the UK this is a complex, time consuming and expensive process and the details of the claim must be checked and validated before it is paid. Historically the systems for managing this process have not been up to the job, system updates and performance are poor, and the only option has been to add contact centre agents to the process.

Streamline Delay Repay compensation with ServiceNow

Our Rail Compensation Management solution streamlines and automates the complaints and compensation process significantly reducing case processing time and freeing up agents to work on high-value customer cases.

Rail Compensation Management workflow benefits

Our ServiceNow app automates key workflows, offering:

  • Automatic Delay Repay (one click claims) which uses our unique Rail CMDB (Configuration Management Database) to validate claims and automatically issue payment.
  • Journey validator to automate the validation of complex journeys over multiple legs returning a result to the agent, from within the case in a matter of seconds.
  • Email and letter builder enabling you to choose pre-approved templates to author communications to your customers.
  • ORR compliance reporting to reduce the time taken to publish your data in the ORR format from 2-3 days, to only minutes.

Find out more or request a demo

If you’d like to discuss how you can accelerate your compensation process, or receive a demo of our ServiceNow app, just fill in a form and we’ll be happy to help.

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Our purpose-built Rail Compensation Management app means faster deployment and a quicker route to ROI.

"We have exceeded our ORR targets every period since go-live and our customer satisfaction is at an all-time high," Jo Clay, Head of Customer Resolutions at Avanti West Coast