Tackling the rail industry's biggest challenges with ServiceNow

Since 2016, we’ve helped leading train operating companies like Avanti West Coast and Southeastern to streamline operations, improve collaboration, and deliver an excellent customer experience through our ServiceNow Managed Service and rail applications.

Our applications automate the Delay Repay process, prevent fraudulent claims, and strengthen disruption response - helping operators achieve greater efficiency and scale their service excellence.

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Working with rail since 2016

Why do rail organisations choose UP3?

Partnering with leading Train Operating Companies, including Avanti West Coast and Southeastern, to help rail organisations unlock the full potential of ServiceNow.

Through our ServiceNow Managed Service, we provide continuous support and innovation, enabling operators to move beyond standalone tools and use the platform strategically, to deliver innovative, industry-leading solutions.

Rail specific applications built on ServiceNow, including Rail Case Management to automate Delay Repay while ensuring only valid claims are compensated, Rail Fraud Management to reduce fraudulent claims, and Rail Disruption Management to strengthen operational response and keep passengers moving.

Working with the rail sector since 2016

Delivering ROI with ServiceNow & AI

Award winning Rail Fraud Detection app

Deep understanding of the rail industry

ServiceNow in Action: Rail Success Stories

UP3 is already supporting operators and having a big impact on the industry. Here is a selection of how we're using the ServiceNow platform to help rail organisations modernise, automate, and introduce AI to improve customer and employee experiences.

How Avanti West Coast revolutionised station and train management with custom ServiceNow applications. With complete visibility on their entire network of 16 stations and 26 trains all in one place, Avanti can now act proactively, making decisions using the data from this holistic view.

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Streamlining Rail Operations in an industry first for Avanti West Coast

How Southeastern significantly cut down the time it takes to handle compensation Delay Repay claims by streamlining back-office processes, using UP3’s Rail Compensation product, built on ServiceNow, as their new Customer Relationship Management (CRM) solution.

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Southeastern speeds up Delay Repay claims with UP3’s Rail Compensation product

How Southeastern are using powerful AI capabilities to increase Contact Centre Agent productivity, resolving customer issues faster and improve their already exceptional customer experience. All with the power of ServiceNow Now Assist for CSM, deployed by UP3.

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Southeastern improves customer experience with Now Assist for CSM

Our rail workflow applications

Built on ServiceNow, our workflow applications tackle some of the rail industry’s biggest challenges. By streamlining processes and bringing processes onto a single platform, ServiceNow, we help train operators achieve new levels of efficiency, enhancing the passenger experience while improving day-to-day life for staff.

Rail Case Management

Automate Delay Repay from claim to payment with our Rail Case Management App, reducing manual effort and ensuring fair outcomes for passengers.

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Rail Fraud

Detect up to 80% of fraudulent Delay Repay claims in real time, preventing losses while keeping compensation fast and fair for genuine customers.

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Rail Disruption

Manage operational plans and customer service in one place during major rail network disruption, keeping teams aligned and passengers informed.

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In 2025 alone, the UP3 Rail Fraud App and Delay Repay Case Management App helped us identify almost 36,000 fraudulent compensation requests, safeguarding revenue and ensuring fairness for genuine passengers.

Yvonne Quinn Head of Customer Relations Southeastern

Once we’d set-up UP3’s Delay Repay Case Management App alongside the Rail Fraud App, designed and developed around our specific requirements, we were able to automate 70% of compensation claims without them ever even needing to touch a human being. Customers were being paid out within 24-48 hours!

David Banham Customer Relations Operations Manager Southeastern

UP3 worked collaboratively to help us achieve our aspirations. They took onboard our needs and the different scenarios our teams encounter to develop a tailored system that delivers a game-changing solution to our everyday practices.

Martin Wright IT Project Manager Avanti West Coast

"We’ve been lucky enough to work with the UP3 team since 2019 and it has been really insightful, really brilliant for us. They’ve really guided us on how we can get the best out of ServiceNow, how we can really get the best automation"

Christine Heynes Head of Customer Transformation Southeastern

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"The installation of the Virtual Agent was seamless, as with anything with UP3. Working with UP3 to introduce AI is seamless"

David Banham Customer Relations Operations Manager Southeastern Trains

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"UP3 are a credit to the ServiceNow partners. They understand the platform and bring this to life to help us, the customer, in everyday challenges to improve process and working"

Barj Duhra Head of Technology Services Avanti West Coast

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Let’s talk ServiceNow for Rail

We'd love to hear more about where you're at on your ServiceNow journey and see where we can help. Pop your details in the form below and one of our team will be in touch within 24 hours.

Customer stories

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