Case Studies Details

The Client
Major UK train operating company providing services along the primary West Coast Mainline route from London to Glasgow and other major UK cities including Manchester, Liverpool and Birmingham.

The Requirement for Virgin Trains
Following major engineering work overruns outside of the control of Virgin, over 1230,000 people had journeys disrupted during the 2007 Christmas and New Year period. Virgin wanted to offer any customer who had travelled during this period a free, 1st Class return rail ticket on their route network as a token of their concern about the issues customers had faced. This promotion required the claims to be handled and customer queries from people who had already been inconvenienced once to be dealt with as quickly and sympathetically as possible.

The Solution
granbytalk. Working with Virgin Trains own call centre staff a select team of agents were trained to handle calls to the same process and standards as Virgins own staff and were briefed on the details, limitations and conditions of the promotional offer.

The Results
The offer was communicated on all Virgin Train services during the campaign as well as on posters at stations and on commercial radio in London. Despite the potential problems of people not having retained their original tickets, Granby dealt with a significant volume of calls over several weeks assisting customers in finding alternative methods of proof and ensuring that the perception of Virgin Trains was enhanced as being helpful and accommodating. Virtually every caller was assisted and accommodated in participating successfully in the promotion.