Southeastern speeds up Delay Repay claims with UP3’s Rail Compensation product built on ServiceNow
For Immediate Release: Tuesday 7th July
Walton-on-Thames, Surrey, United Kingdom
Southeastern
has selected UP3’s Rail Compensation product as their new Customer
Relationship Management (CRM) solution, speeding up the time it takes to
handle compensation claims by streamlining back-office processes.
Known
as ‘Javelin’ – also the brand name of Southeastern’s high speed trains,
the CRM is built on ServiceNow, the world’s leading digital workflow
platform, and will offer Southeastern the performance, reliability and
availability that will underpin their services for years to come.
Chrissy Heynes, Head of Customer Relations at Southeastern, said:
“We’re
always wanting to do more to improve the experience of customers who
contact us, and we know this system will provide immediate benefits by
improving our Delay Repay handling time, especially since we introduced
Delay Repay 15 in September.”
“By redesigning and streamlining our
processes onto Javelin and by taking advantage of all the rich
functionality on the ServiceNow platform we’re able to process cases
more effectively and efficiently, meaning our customers will get
compensation payments more quickly.”
Southeastern are a UK TOC
operating rail passenger services for South East London, Kent and parts
of East Sussex. With legacy systems previously used to support customer
cases Southeastern saw the value in digitising workflows to increase
agility and provide a better customer experience. Southeastern selected
UP3, a Premier ServiceNow partner specialising in the rail sector, to
deliver their new CRM solution. UP3’s established rail solutions for
Delay Repay Compensation, Fraud Detection & Prevention and
Disruption Management are built on the ServiceNow platform with its
single data model to drive efficiencies, insights, and above all, an
enhanced customer experience.
Ruth Weatherall, Co-founder and Director of Operations at UP3
commented that: “Before even formally engaging we were able to
understand the problems Southeastern was facing with processing high
case volumes while managing multiple service providers on separate
systems. Our Rail Compensation product has been specifically designed
to manage the entire process from case submission, through automatic
validation, compensation approval and payment. We are delighted that
Southeastern will benefit from our work in the rail industry that has
resulted in a comprehensive and highly scalable solution”.
Chrissy
is also looking forward to the improved access to better customer and
case data this solution will offer her, “the powerful insights from the
built-in reporting capability and dashboards mean we will be able to
drive process improvements which will have a direct impact on how we
handle customer cases. We will be able to spend less time on case
administration and more time focused on our customers.”
UP3’s Rail
Compensation solution utilises the flexibility of the ServiceNow
platform, a leading digital workflow platform that is used by transport
operators and across other industry sectors globally to automate a
multitude of complex processes. Providing dashboards in relation to ORR
compliance, supporting communications with an email and letter builder,
and identifying the validity of claims using the journey validator
functionality; the application comes with a level of automation that
will allow Southeastern to significantly reduce case processing time,
freeing up agents to deliver great customer service.
As we mark
the initial success of this first go-live, in a rapidly changing and
uncertain passenger transport environment, Southeastern and UP3 are
excited about the possibilities that the solution provides to adapt to
the changing needs of the rail business and its customers. As
Southeastern navigate the new norm they will continue to strive for
improvements that drive a better experience for all of their customers
and partners.
UP3 is a subsidiary of UP3 Group Limited. We are
an award winning process automation specialist and a Premier Partner of
ServiceNow, the world’s leading digital workflow platform. We help our
customers design, deploy and manage workflow applications on the
ServiceNow platform to unlock operational productivity and deliver great
customer experiences.
