Enriching the customer journey

Using Liberty Converse for seamless webchat and voice calls

The challenge

East Midlands Railway (EMR), is a train operating company with a vision to drive the East Midlands towards a brighter future.

The EMR contact centre was a team of 23 FTEs operating a 24-hour service to handle a range of customer interactions, from enquiries and purchases through to complaints and passenger assistance calls.

The end of the line for contact centre tech

Their contact centre system was becoming outdated and close to the end of its licence. They wanted to access functionality to help the contact centre team to combat high call volumes and abandon rates, to smooth out customer journeys and improve the service that they provided. EMR chose our omnichannel contact centre, Liberty Converse, to overcome these challenges.

Financial flexibility was vital – the Department for Transport announced changes in the rail industry, so EMR required a partner that offered agile contracting and financial terms as well as meeting their technical requirements.

The licence for the existing system was going to elapse imminently, so speed of delivery and deployment was essential, as without a new system in place, EMR would not have a functioning contact centre, leaving them in breach of contract of their franchise.

“Netcall really pulled out all the stops to help us meet our deadlines. The whole project team were completely committed and we have built a great supplier relationship. It was a real achievement to deploy everything in 5 weeks.”

Nara Burne

Business Change Manager – CX, East Midlands Railway

Impact

Fast

resolution to customer issues

Easy

to make changes

Improved

customer and
employee experience

The solution

“The agent dashboard is a game changer for our team – everyone knows what’s happening and it’s improved their work lives. It’s now easy for us to make changes ourselves, which was impossible before. Our agents can now deliver their best service and they are also empowered to suggest new additions to enhance our delivery to customers even more.”

Nara Burne

Business Change Manager – CX, East Midlands Railway

The result

  • Deployed in 5 weeks
  • All staff trained and ready to use Converse
  • Fast resolution to customer issues
  • Easy to make changes
  • Improved customer and employee experience

A game changer for your team

Find out how our omnichannel contact centre can allow your team to manage calls much more efficiently and dramatically improve employee experience.

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