Overview
The Challenge
As a business that prides itself on passenger satisfaction, Chiltern Railways are always looking for ways to meet the rapidly rising expectations of their customers. However, prioritising their CX efforts with limited insight and resources, coupled with the sheer amount of data collected from across the customer journey made this task difficult.
The Solution
The solution involves a data-driven approach to customer experience (CX) for Chiltern Railways. Euler implemented a method to prioritise CX drivers using Relative Weights Analysis and created a ‘Voice of the Customer’ report with interactive dashboards. This enables Chiltern to make informed decisions, respond quickly to customer needs, and efficiently direct resources to improve service quality. The approach transformed Chiltern’s CX strategy from intuition-based to data-driven, allowing for more effective and timely improvements.
The Outcome
The solution led to significant improvements in Chiltern Railways’ customer experience management. It enabled data-driven decision-making, allowing for quicker responses to customer needs and operational challenges. The company gained efficiencies in planning and resource allocation, while staff at all levels could easily access and act on customer insights. The project’s success was recognised with industry awards, highlighting its innovative approach. Overall, the solution has strengthened Chiltern’s ability to enhance customer satisfaction and adapt to changing demands.
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“It was an ambitious transformation, with lots of challenges thrown up along the way, but with the help of Euler we’re achieving our CRM objectives and we’ve completely revolutionised the technology, processes and capabilities of our CRM programme which ultimately benefits our passengers.
“Now, our campaigns are more personalised, relevant, and timely than ever before and we’re launching new services in the sector that help make their journey easier and more pleasant. I’m personally really excited by the opportunities and plans.”
SINTING CHUNG, SENIOR CRM DATA STRATEGY MANAGER
