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On the right track!

Virgin Trains all aboard with providing staff with a better digital experience

Virgin Trains is determined to make rail transportation in the United Kingdom a reliable and enjoyable experience.

In 2016, the London‑based train operating company embarked on a journey to improve customer service. As part of that initiative, Virgin Trains selected ServiceNow as a key strategic partner to assist in accelerating toward a digitised, automated, and personalised rail experience that focuses on customer satisfaction.

Everything we do for customers starts with great support for employees,” said Dean Underwood, head of IT services for Virgin Trains. “If you don’t have infrastructure and processes in place that can improve service delivery and grow and evolve with you, [then] transformation is just not possible.”

 “If we look after our staff, they will look after our customers.” – Richard Branson, Virgin Trains CEO

“A key part of our transformation journey is constantly improving the service we provide to employees, and measuring their satisfaction levels,” said John Sullivan, Virgin Trains CIO

Virgin Trains meticulously measures and tracks internal customer satisfaction (CSAT) scores. John says that when they first started tracking, the Net Promoter Score (a CSAT measurement) was in the mid‑20 range, but now it averages 70‑80.

 “We saw a 44% improvement in the first eight weeks with ServiceNow, just from improved hiring processes. 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,” said John.

John says the increases in CSAT were attributable to multiple factors, but the acceleration of processes enabled by ServiceNow was critical. “Employees don’t always analyze why service seems better—they just perceive that they’re getting what they need faster.”

Virgin Trains is in the early stages of service transformation, but it’s clearly on the right track.

A year into their transition journey:

·      75% reduction in hiring timeframes, down from 1 month to 1 week

·      £50,000 cost savings through higher productivity in IT services alone

·      33% reduction in the number of service tickets created

Get more data like this from the ServiceNow ‑ Virgin Trains infographic.

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