Northern Trains realized 138% ROI with Data 360. Learn how.
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Northern Trains, the second largest train operator in the U.K., was looking for a “better way to go”– a modern customer experience and better performance post Covid-19. But data issues stood in the way:
- With more than 80 different data sets and systems related to customer experience, Northern was challenged to understand its customers for more targeted marketing and communications.
- Without centralized customer records, customer service agents were challenged to find the right information to respond to passenger inquiries, such as compensation requests for special services.
- Fragmented data and workflows inhibited the Northern’s ability to coordinate services for passengers with partner companies.
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