Vertical Solution_train.png
Home >> Who we work with >> Industries >> Rail and Transport

Rail and Transport

Customer care solutions for train operating companies (TOCs)

“We're really happy that the customer service solution developed by TSG, along with the dedication of our staff, has helped CrossCountry through to the finals of two categories at the National Customer Service Awards and achieve Highly Commended in another.”
- Matt, Customer Relations Manager, Rail

TSG has been working with train operating companies for more than a decade, developing customer care solutions that have become the industry standard.

Trusted as the solution of choice and built on Microsoft Dynamics CRM, TOCrm has recently evolved into TSG Traveller – a Software-as-a-Service (SaaS) offering that meets the evolving needs of train operating companies, their outsourced call centre partners and regulators.

“The team at TSG worked very closely with us to understand our requirements and how we operate.”
- Matt, Customer Relations Manager, Rail

When it was first created for CrossCountry, TOCrm delivered impressive results by increasing capacity thanks to efficiency savings and a reduction in staff overhead of 25%.

The cost of running TOCrm was 75% less than the system that had been in place previously at CrossCountry.

TSG Traveller

A modern solution

Built on Microsoft Dynamics CRM, TSG Traveller offers all the functionality of its predecessor, TOCrm, but is delivered as genuine SaaS offering with all the benefits that brings.

Process automation

Automated workflow, multi-channel communication and a standard library of content ensure that customer care teams operate effectively and efficiently, and cases are handled promptly.

Fully integrated

Integration with external systems provides full validation, with compensation calculated automatically, full audit trails, SLA management and reporting generated for the Department of Transport.

Robust and resilient

A high-availability solution with full replication and backup delivered through Pulsant’s Enterprise Cloud platform to achieve a target availability of 99.995% measured on a calendar month.

Other technologies for the rail and transport sector

Cloud Customer Service Solution for Train Operating Company

As a result of new legislation laws ScotRail required a reliable and transparent overview of the compensation process.

Microsoft Dynamics CRM for Train Companies

CrossCountry invited TSG to tender for a new customer care solution to replace the inflexible and expensive legacy system that they inherited at the start of their franchise.