Abellio Greater Anglia
Keeping staff up to date with contingency plans
The problem: Abellio needed to communicate to all staff when issues or problems occurred on the lines. They also found customers had more information than their staff when issues occurred.
The solution: The Contingency app lets Abellio activate Contingency Plans within seconds, and pushes out a notification to alert all staff users of the issue. Plans detail how to handle the situation and offer delay repay to customers. Integration with thetrainline ensures staff can recommend real-time travel updates.
The result: Abellio saw a record customer satisfaction rating in 2017, with customers feeling informed and staff up to date thanks in part to the Contingency App.