Tracsis Travel Compensation Services (Tracsis TCS, part of Tracsis plc), the provider of award-winning Delay Repay claims automation software for Train Operating Companies (TOCs), has launched a new ‘Gesture of Goodwill’ mobile application to enhance customer satisfaction, reduce complaints and empower front line staff.
The Gesture of Goodwill solution is an excellent example of Tracsis’ commitment to enhancing the customer experience within the rail industry. At the touch of a button, staff can now instantly issue electronic vouchers for a variety of well-known and popular high street and online brands, meaning it’s never been easier to resolve common problems – such as making up for failed heating with a complimentary hot coffee. Tracsis works with an ever-expanding range of brands to tailor the experience specifically for TOCs, in a cost-effective manner.
Talking about the new software, Sarah Dalby, managing director of Tracsis TCS, says: “As technology continues to evolve, so do the expectations of rail passengers. We are noticing an increasing demand for instant resolution to problems at the point of which they occur, from customers and front-line staff. This ‘immediacy’ has proven a challenge for many businesses because we also expect to feel authentic human connections and empathy. This is especially true when things go wrong. So, providing real-time, face-to-face solutions are critical to maintaining high standards in times of passenger disruption or dissatisfaction!”
Tracsis TCS is already designing and building additional modules to enable a true mobile “customer experience toolkit”. Other modules include instant delay repay validation, management of lost property, making travel more accessible with our assisted travel solution and integrating Tracsis TCS’s brand new revenue protection proposition, which includes electronic Penalty Fares and more.
Lee Fortnam, chief information officer, Tracsis TCS, commented: “For added security, we’ve made sure that authorised staff are assigned customisable transaction limits and a range of security and fraud prevention measures. These limits and measures can be updated in real-time, which is especially useful during times of extreme disruption. Building upon, and integrating into our existing award-winning products and services, we also provide a secure management system known as Agent Portal, with fully-auditable reporting.”
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