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New Virgin Back on Track App takes the strain…

Virgin Trains is hoping to improve customer satisfaction levels with the launch of two apps designed to improve information sharing during times of disruption.

Back on Track, co-created by ServiceNow, connects frontline staff with teams behind the scenes to ensure staff have accurate, up-to-date information to pass on to customers, such as advice about alternative routes and ticket acceptance.

Making use of the same data, the second app, Track ‘n’ Travel, enables customers to review their journey pre- and post-departure in real time. Virgin Trains estimates that the apps could halve the number of calls to inbound teams and cut the time needed to resolve incidents by at least 20 minutes.