'Alert Me' on National Rail Enquiries
'Alert Me' on National Rail Enquiries provided passengers with real-time journey information, enabling them to travel with confidence during and after Covid restrictions
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How to connect your integrations to your CRM platform?
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Techbit is the next-gen CRM platform designed for modern sales teams
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Why using the right CRM can make your team close more sales?
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In 2020, lockdown and Covid put the brakes on public transport. Passenger numbers across Britain’s rail network dropped by 96%. When restrictions were lifted, the rail industry faced the challenge of boosting passenger numbers by ensuring passengers felt confident to travel by train again. We were appointed by the Department for Transport to give passengers a personalised, real-time information service that would guide them safely through their journey.
In brief
We launched our 'Alert Me' service through National Rail Enquiries to provide rail passengers with real-time and relevant information about their journeys as a core part of the safer travel pledge during the pandemic. In a global first, the journey information was delivered through WhatsApp and Messenger, avoiding the need for passengers to download yet another travel app. Using patented technology, the service predicted crowding patterns, enabling passengers to avoid busy times and trains. Updates also included real-time details of delays, disruption and alternative travel routes. Passengers were able to make informed decisions about their journey, reducing anxiety and improving overall travel satisfaction.
The impact
By the end of 2022, we were sending more than two million messages to passengers per month across channels including Messenger and WhatsApp. By not using an app, we were able to reach those who struggled to set up their own journey routes or read maps on a separate app, those who live in rural areas with poor mobile service and those who have low data allowances. As a direct result of Alert Me, we saw a significant positive impact on passenger experience, including reduced anxiety associated with travelling during peak times or disruption. The enhanced journey planning capabilities gave passengers more control over their travel, while the ability to deliver the right information to the passenger at the right time took the load off rail operator customer service staff.
