Rail and Transportation Use Cases

Rail and Transportation use cases bring together passenger experience, operational automation, incident and exception control, workforce enablement, legacy extension and AI decisioning, assembled on Liberty.

Operators balance safety, uptime and passenger experience

Rail and transportation operators balance safety, uptime and passenger experience while coordinating complex works, multiple suppliers and strict compliance.

This page shows practical use‑cases you can assemble on Liberty to deliver clear digital journeys, resilient contact operations, safer stations and worksites and solid assurance – without ripping out core systems. It’s use‑case first and integration‑led: Start in a portal or assistant, keep context through to agents, control rooms and field teams and automate the back‑end updates.

Common needs and pressures

Clear, timely disruption communications and passenger self‑service

Permits, access and approvals for works on or near the railway (with audit)

Station operations: Inspections, security routes, accessibility checks, incident handling

Supplier orchestration and materials logistics across depots and contractors

Regulated assurance: RAMS approvals, standards variations, incident / close‑call reporting

Seamless integration with asset/work management, rostering, EAM/ERP and CRM systems

What does Liberty do for transportation operators?

Connected customer experience

Omnichannel self-service, portals, conversational interfaces and a modern contact centre working as one.

Disruption and journey updates

Passengers subscribe to route or station updates and receive timely alerts about delays, platform changes or alternative routes. Assistants answer “next train / best route” and compensation eligibility questions. If they call, the agent sees the context and journey history.

Delay compensation and claims (self‑service)

Passengers submit claims with journey details and receipts, the flow validates data, applies policy rules, requests any missing evidence and tracks status to decision and payment.

Passenger assistance and accessibility requests

Traveller’s request assistance in advance (eg step‑free paths, meet‑and‑assist). Stations receive pre‑alerts with itinerary, passengers get confirmations and reminders.

Contact centre within CX

Voice, chat, email and SMS handled in one desktop. Assistants deflect routine enquiries, routing prioritises safety‑related contacts and vulnerable passengers. Supervisors plan coverage and adjust intraday during disruption.

Operational efficiency and process automation

Join people, systems and data so workflows automatically and exceptions stand out.

Works access, permits and scheduling

Digital front‑door for trackside/station works requests: Capture scope, approvals, required competencies and time windows. Schedule access, notify stakeholders, maintain a full audit trail.

Stores, parts and tooling logistics

Contractors and internal teams request materials and safety equipment, depots pick/pack, custody tracked by scan. Access codes and delivery instructions shared securely. ERP kept in sync.

Planned works communications

Generate and schedule targeted notifications to neighbours/tenants/stations about planned activity. Capture responses and constraints, keep a record for compliance.

File flows and integrations (when APIs aren’t available)

Managed file exchanges with validation and exception queues for legacy systems (rosters, works orders, supplier updates) – no more invisible batches.

Case, incident and exception management

Omnichannel self-service, portals, conversational interfaces and a modern contact centre working as one.

RAMS and safety approvals

Submit, review and approve risk assessments and method statements for station / public‑space / trackside tasks. Evidence, versions, competencies and approvals are tracked. Expiries prompt renewal.

Close‑call / near‑miss reporting

Simple on‑site capture (mobile / web) with photos and location. Triage routes to the right safety team, corrective actions are assigned and verified, trends feed prevention.

Station incident handling

Slips, falls, security alerts, accessibility issues: Capture facts and media, inform the right responders, update stakeholders and close with a verified outcome and complete audit trail.

Standards variation tracker

Manage requests for temporary or permanent departures from standards. Route to approvers, record rationale, conditions and expiry. Surface active variations to relevant teams.

Workforce enablement

Unified desktops for handlers, mobile apps for adjusters and supervisor dashboards that keep everyone in lockstep.

Security and station routes (mobile)

Role‑based mobile apps guide patrols and inspections with dynamic routes based on priority, missed checks and live incidents. Capture photos, notes and remedial actions – even offline.

Engineer / Assessor field apps

Guided checklists, asset lookups, GPS and evidence capture for on‑site tasks. Completion packs auto‑attach to the case, fewer admin hours later.

Unified agent / controller desktop

Agents / controllers handle voice / chat / email / SMS and see embedded case widgets in the same screen – book assistance, raise jobs, trigger letters / refunds – without tab‑hopping.

Supervisor dashboards and control‑room views

Live SLA / queue views, station heatmaps, open incidents and resource coverage. One‑click actions to reassign work, nudge teams or notify stakeholders when risk rises.

Legacy extension and modernisation

Extend what you’ve got, replace what you must— without big bang risk.

Wrap and extend asset / work management

Expose only what teams and suppliers need via role‑based apps and APIs. Add missing processes (permits, RAMS, close‑call handling) without heavy customisation of the core. Keep data in sync.

Replace spreadsheets, whiteboards and shared inboxes

Move patrol logs, inspection sheets and email‑driven workflows into governed case management with audit and SLAs. Rebuild brittle forms/macros as reusable services

Unified timeline across systems

Stitch together passenger comms, incidents, works, approvals and supplier updates into a single view – so anyone can see history, decisions and next actions in seconds.

Embedded intelligence and decisioning

AI-driven routing, risk scoring, predictive insights and operational intelligence — used inside the workflow, not bolted on.

Disruption impact and capacity planning

Predict demand spikes from planned works or weather events. Adjust staffing and channel strategy. Trigger proactive passenger messaging where it will deflect avoidable contacts.

Risk scoring for works and access

Use contextual indicators (history, location, time window, competencies) to prioritise reviews and approvals. Push high‑risk requests to senior reviewers with the right context.

SLA / ETA predictions for incidents and jobs

Forecast where incidents or work orders may breach, alert supervisors, re‑balance workloads or notify passengers proactively.

Supplier performance and allocation

Recommend the best supplier based on performance, geography and current load; detect drift early and nudge before SLAs are at risk.

Use Case Library

Discover what you can build with Liberty. Explore real-world examples of how organisations solve challenges and deliver smarter services using our composable platform capabilities.