High-tech updates for Virgin Trains

Two high-tech innovations to improve customer service at times of disruption were announced by Virgin Trains last week. The systems, ‘Back on Track’ and ‘Track ’n’ Travel’, make up-to-date information instantly available to staff and passengers.

In what the company claims is a global first, the ‘Back on Track’ app connects teams behind the scenes and on the front line across the network so staff can relay accurate information like alternative routes.

‘Track ’n’ Travel’, fuelled by the same data as ‘Back on Track’, is a one-stop shop for customers to review their journeys pre- and post-departure in real time. It is the main feature of a new onboard portal alongside Virgin Trains’ free wi-fi and on the website.

Chief information officer John Sullivan said: “Our main problem at times of disruption is simple – thousands of Virgin Trains colleagues trying to find out the latest information to communicate to thousands of customers.

“Our control centre can get 1,000 calls a day from staff across the network during disruption. If the information needed is available instantly on mobile phones, there’s no need to make those calls, freeing up control to deal with the root cause.”

www.virgintrains.co.uk

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