145
1.0.2
Zurich, Yokohama
Rail delays and passenger complaints typically result in rail operators having to pay compensation to their customers. In jurisdictions like the UK this is a complex, time consuming and expensive process and the details of the claim must be checked and validated before it is paid. Historically the systems for managing this process have not been up to the job, system updates and performance are poor, and the only option has been to add contact centre agents to the process.
AP3’s Rail Case Management solution streamlines and automates the complaints and compensation process significantly reducing case processing time and freeing up agents to work on high-value passenger contacts. The solution offers:
- Automatic Delay Repay (one click claims) which uses our unique Rail CMDB (Configuration Management Database) to validate claims and automatically issue payment.
- Journey validator to automate the validation of complex journeys over multiple legs returning a result to the agent, from within the case in a matter of seconds.
- Email and letter builder enabling you to choose pre-approved templates to author communications to your customers.
- ORR compliance reporting to reduce the time taken to publish your data in the ORR format from 2-3 days, to only minutes.
Manage Passenger contacts from a central fully integrated solution on the ServiceNow platform
- Surfaces relevenant rail operation data such as locations and train movements (near real-time)
- Allows management of Passenger contacts regarding Complaints / Praise / Enquries
- Provides a fully automated Delay Repay solution including "One Click" functionality allowing for frictionless compensation payments
- Produces ORR reporting for each rail period which can be easily inserted in the the standard ORR reporting template
Initial Release
ServiceNow Platform