TSG Traveller

“We're really happy that the customer service solution developed by TSG has helped us through to the finals of two categories at the National Customer Service Awards and achieve Highly Commended in another.”

Matt, Customer Relations Manager, National Train Operating Company

TSG Traveller is the cloud-based evolution of our highly acclaimed and successful TOCrm solution, trusted for more than a decade by leading rail franchise operators and their outsourced call centre partners.

What is TSG Traveller?

Developed on the Microsoft Dynamics platform, TSG Traveller manages a broad spectrum of customer contact types across multiple contact channels to validate claimed journey delays and generate appropriate customer communications and compensation.

TSG Traveller features advanced workstream, workflow and process automation management, case quality checking, SLA management with full audit trails and generates automated reporting to the rail regulator.

TSG Traveller key features

  • Monitoring and managing service levels, including a “clock” to record how long a case has been with the customer relations team and with the customer

  • Assistive email and letter writing function with specific standardised content suggested depending on the case classification or reason for train delay

  • Integrate with external railway systems to check and validate delays reported by customers

  • Automatically calculate compensation and print a barcoded compensation voucher

  • Quality management with the facility to to proactively check outbound written communications from customer relations staff

  • Business intelligence and management information for internal purposes and reporting to the Department for Transport

TSG Traveller at a glance

  • Software-as-a-Service

  • System upgrades included

  • Delivered over an SSL encrypted connection

  • Dedicated bandwidth for each user

  • Monitored at infrastructure and application level by TSG SystemCare

  • Ongoing monthly costs covers application, hosted infrastructure and support

  • Fully scalable offering increase in capacity, performance and storage

  • Fully encrypted and replicated backup included

TSG Traveller's hosted environment

Solution design

TSG Traveller runs in a high availability solution design environment consisting of a domain controller, SQL server and CRM server.
The solution design features full replication of the environment for UAT, maintained in the same datacentre, and a failover solution in a secondary datacentre.
Server hardware technology is provided by HP from their BladeSystem line up with physical switching within the blade chassis provided by HP VirtualConnect 10Gbit switching.  Back end management and storage networks are physically separated.

Pulsant datacentres

The Pulsant Enterprise Cloud platform is designed and maintained to achieve a target availability of 99.995% measured on a calendar month.
Pulsant own and operate 10 Datacentres across 7 locations in 5 cities in the UK.  Investment in redundancy and specifically the consistent maintenance of critical systems is paramount to ensuring a secure cloud deployment environment can be kept in continuous service.
Pulsant holds certifications and validations for information security. At the core is a management system with an ISO27001 certificate covering business operations including the infrastructure, systems and resources used to deliver cloud solutions.

Case studies

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.