Southeastern modernised customer service with ServiceNow, automating 70% of Delay Repay claims and resolving 75% of webchat queries with AI to deliver faster, more efficient passenger support.
Working with the rail sector since 2016
Delivering ROI with ServiceNow & AI
Award winning Rail Fraud Detection app
Deep understanding of the rail industry
Prevent fraudulent Delay Repay claims
Automating the Delay Repay process end-to-end
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.
"Their technical understanding of the platform, and adapting that to our company and our industry, has really helped us excel and build first in class rail applications on the platform."
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!
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.
"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"
"The installation of the Virtual Agent was seamless, as with anything with UP3. Working with UP3 to introduce AI is seamless"
"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"
