Route 101 helps leading rail service provider deliver smarter travel support across channels
Discover how South Western Railway replaced legacy systems and introduced self-service to simplify operations and improve satisfaction.
South Western Railway (SWR) operates more than 1,500 services a day and employs over 5,000 people, running commuter, regional, and long-distance journeys across South West London, southern England and the Isle of Wight’s Island Line — while also connecting passengers to nearby ports and airports.
The team had relied on a Microsoft Dynamics CRM system for over a decade, but with changing passenger expectations and growing demand, SWR needed a more modern solution. They were looking to improve case handling, reduce admin, access customisable reports, and give customers a consistent experience across every channel.
Download the case study to learn how Route 101 helped SWR:
- Implement a modern ticketing platform (Zendesk Suite Enterprise) to improve customer service across every channel.
- Introduce a Help Centre to enable customer self-service.
- Build a custom application to manage refunds and print vouchers more easily.
Company profile
Sector: Travel, Leisure & Hospitality
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