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GoldSTAR GEN

Customer service through email and SMS

With more customers switching to smart cards, TOCs are encountering customer service issues because the expiry date of the season ticket is not visible to the passenger. Many passengers are being caught out, and finding that their season ticket has expired when they try to travel.

How can GoldSTAR help alleviate this problem ?  

The GEN module was created to allow you to send out your own branded pre-designed emails, populated with data relevant to the customer, to any customers who have supplied their email addresses at a ticket office, customer service centre or via the website interfaced with the GoldSTAR system. Providing helpful communications can encourage customers to provide valid contact details, and increase customer satisfaction.  

Any service-related email can be sent from GoldSTAR. Typically, a reminder email would be sent a couple of weeks before an annual ticket expires, or a few days before a monthly ticket expires, to remind the holder to renew - and can contain useful information on how or where to do that.  Emailing receipts to customers who have purchased or renewed their tickets can also provide a valuable service. You could even provide advance warning of planned engineering works to customers, based on the start and end stations for their ticket. 

GoldSTAR GEN will automatically select relevant customers, form the email from your supplied email template(s) combined with relevant information from the customer and ticket data, and send the email out in tandem with your existing mail server. You can opt to track numbers of opened emails and clicked links by connecting to your Google Analytics account. 

The GoldSTAR Integration with Fujitsu TOM and Worldline TOMTIS let you configure prompts, so that ticket office staff request the contact details at regular intervals, with scripts that let the passenger know exactly why you are asking for their details. 

Release 1 is available now - contact us or login for more details and pricing.

Release 2 will add SMS messaging capability so the customer can choose the most convenient method for their alerts. 

What our customers say about us...

I always find working with Team Technologies a pleasure. They're small enough to be able to provide a very friendly and personal service. All the staff I've dealt with have been professional and friendly.
Chiltern Railway Company - Retail Systems Manager
Although we've had a few teething problems due to configuration errors, these weren't always attributable to Team Technologies but were always dealt with promptly. The Incident Report received after the issues we experienced at Go-Live was frank and detailed. A lot of suppliers would not have shared such a report (and perhaps would not even have bothered to produce it!), which is testament to the type of relationships that Team Technologies seem to build with clients. Their technical knowledge is second to none – they really know their products, and those of the third party suppliers that they integrate with, and they are also competitively priced, which is a great bonus.
Dan Schoenhofen - Abellio Scotrail