“We saw a 44% improvement in the first eight weeks with ServiceNow, just from improved hiring processes” he says. “To us, that score is a measure of how much lost time we’re giving back to employees, and how much more they’re able to focus on what matters most—constantly improving the customer experience.”
John says the increases in CSAT were attributable to many factors, but the acceleration of processes enabled by ServiceNow was critical. He says, “Employees don’t always analyze why service seems better—they just perceive that they’re getting what they need faster.”
Automating common customer service tasks with CSM saves time for both Virgin Trains agents and its customers by resolving issues faster
The next phase of transformation is currently underway with the implementation of ServiceNow® Customer Service Management (CSM).
“CSM will help us automate common customer service tasks and save both agents and customers a lot of time,” says John. “We get thousands of inquiries, suggestions, and requests each year—with CSM we can issue reference numbers, track cases more easily, and get important data about our customers that will drive future improvements.”
In addition, Virgin Trains will use CSM to connect departments internally and further expedite customer service. With CSM, it will be possible to route work from customer service to field service, engineering, operations, finance, legal, etc., so questions raised by customers can be quickly routed to the appropriate staff.
Creating an end-to-end service value chain for its suppliers extends the efficiencies that Virgin Trains achieved and further enhances service and satisfaction
Recognizing that the overall customer experience also depends on partners, Virgin Trains has launched an initiative to create an end-to-end service value chain that extends to its base of suppliers.
“We’re on track to save 20% of our operating budget, and we want to invest some of those savings into our supply chain,” says John.
More specifically, Virgin Trains is restructuring its RFP process so that suppliers are highly motivated to use the Now Platform for their own service management processes. John says, “We want to extend the efficiencies we’ve achieved internally to our supply chain to further enhance service and customer satisfaction.”
Innovating with ServiceNow for a fantastic rail experience for all Virgin Trains customers
Virgin Trains is looking at innovative ways to deliver the rail experience of the future. “We want to provide digital entertainment, easy access to up-to-date schedule information, simplified booking and payment capabilities, the list goes on,” says John. “The Virgin brand has always been about innovation, and we’re trying to be inventive in improving the entire train experience.”
“The reason ServiceNow is such as exceptional partner is that their platform is extensible to any business process. ServiceNow is capable of true enterprise service management—bringing service improvement not just to IT but to security operations, HR, finance, legal, compliance, and more. The way ServiceNow connects to the business and business objectives is fantastic. We’re working hard to move rail travel into the 21st century…and ServiceNow is the right platform and the right partner to get us there.”
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