GNER to upgrade customer system

Rail operator brings in document management system

Train operator GNER is to upgrade its customer relationship systems with document management software.

The new system will help improve the management of customer queries and complaints from call centres, email and post. It will interface with other GNER
IT systems, including SAP customer relationship management software and its Ticket Irregularities Database.

‘The solution must be able to manage case workflows within a multi-user environment, incorporate document management and archiving, provide a full audit trail of contacts, and be able to issue compensation to passengers in various forms,’ said GNER in a tender document.

The rail firm wants an IT supplier to provide the off-the-shelf document management system, to help manage the 500 emails, 1,500 phone calls and 1,500 letters it receives each week.

GNER hopes that passengers will be able to access their queries via a secure web portal.