TransPennine Express is a British train operating company, running intercity services which link some of the biggest cities and towns across the North of England and (parts of) Scotland.
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 ?
A new module (GEN module) has been created that allows 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 2 will add SMS messaging capability so the customer can choose the most convenient method for their alerts.