Custom solution for customer relations

U.K. passenger train operator Virgin Trains is turning to technology to streamline its customer relations operations and make better informed customer relationship management decisions.

Based on technology from Altris Software and CACI, Virgin Train's solution (dubbed "CRS") tracks complaint documents and associated paperwork, fits in with the existing business process, helps Virgin to provide timely, appropriate responses and gives customer relations managers a source for useful information, according to Sarah Copley, Virgin Trains Customer Relations Manager.

"We needed an IT solution that would provide a comprehensive customer database and document management system enabling a faster response to customers," said Copley. "Management information reporting tools were also imperative to assist continued improvement in all aspects of product and service delivery our customers deserve and expect from all companies within the Virgin Group."

Early results from CRS are projected to be a minimum of a 25% increase in productivity, while the long-term goal is closer to an 80% productivity increase. CACI plans to market the CRS tool to other companies later this fall