Case Study: SWR Eliminates 300-500 Activities Daily With Route 101

SWR operates over 1,500 services daily and employs more than 5,000 staff. Its Customer Contact Department provides support 363 days a year across multiple channels, including phone, email, and social media, with some services available 24/7.

The team handles general enquiries, passenger assistance, refund requests, service feedback, and complaints.

Challenges

Before working with Route 101, SWR used a customer relationship management (CRM) system which had been in place for over a decade.

However, with growing customer demand, SWR needed a more modern solution. The team wanted to improve efficiency, simplify case management, and create a customisable reporting suite.

Solutions

Following a full assessment of SWR’s needs, Route 101 recommended and implemented Zendesk Suite Enterprise and SweetHawk SuperSuite solutions to handle large-scale interactions, support multiple contact channels, and offer robust self-service options.

Key deliverables included:

• A new custom Help Centre enabling customers to easily find answers to common questions and resolve issues independently
• A modern ticketing platform to strengthen customer service across all channels
• A custom application to manage and automate the refund process, including voucher printing

“We’re delighted to be working on such a transformational project with SWR,” said Russell Attwood, CEO and Founder of Route 101.

“We’ve been able to leverage our technical expertise and strong customer support to deliver them a solution that’s truly tailored to their needs, making a real difference to their business.”

Results

The new solution already had a significant impact, including:

• Elimination of 300-500 manual triaging activities daily through web form functionality and ticket routing
• A more efficient refund experience with less steps for agents and reduced delays for customers
• The merging of separate contact channels into a single solution, enabling SWR to offer a more joined-up service
• Improved insights into customer behavior, which can be shared with the wider business

“Route 101 have worked closely with us in the replacement of our very old CRM system,” said Pete Ansty, Customer Contact Business Technical & Performance Manager at SWR.

“We are already seeing the benefits of the new solution in terms of positive customer feedback and seeing improvements in agent productivity.”

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This post has been re-published by kind permission of Route 101 - view the original article.

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Jo Robinson