National Rail Enquiries - Increasing customer satisfaction on rail
What the squares mean
- TOC service
- Self-service
- Contact centre service
- Available as branded service
- Available as XML feed
TOC services
Webservices and apps
Contact centre
Passenger information
Website and knowledgebase
- Comprehensive 'one-stop' shop for information about travelling by rail
- Real-time journey planning
- Real-time live departure boards
- Service disruption / engineering work information
- Comprehensive internal Knowledgebase for Contact Centre and TOC staff
Real-time journey planning
- Plan your journey up to 12 weeks in advance
- Get real time updates for information about delays affecting journeys
- Re-plan journeys affected by disruption
- Plan from or to your 'Home' or 'Work' stations
Live and historical departure boards
- Powered by Darwin and updated in real-time
- Accurate information about train movements across the country
- In disruption, additional station-level information is added by the NRCC
- View the last 90 days' of train movements
- Enables customer relations staff to investigate claims
- Includes a trace of where information was received from and when
Darwin data feed and workstation
- Harness the power of the Darwin database
- The single source of real-time train movement information
- Available for interface into your systems according to your requirements
- Comprehensive train data management tool via the workstation
- Up to 500 trains can be amended / cancelled in one transaction with fast and simple creation of additional trains
- Tomorrow's information today, information can be manipulated up to 48 hours in advance
Live departure boards for staff
- Powered by Darwin and updated in real-time
- Headcodes and intermediate passing points are visible together with an extended lookup period
- Available as a mobile version for on train and station staff
Service disruptions and engineering works (with XML)
- Details of incidents affecting the rail network are published on the National Rail Enquiries website
- Contains details of the problem, impact and advice of alternative options
- Updated in real-time 24/7, reviewed and updated every 20 minutes as per the industry standard
- Can be provided via an XML feed direct to TOC or 3rd party websites
- Information is consistent with what’s on our website
Promotions
- XML feed of current ticket promotions available on the UK railway
- Information is consistent with what’s on our website
- You can tailor the presentation to your company's requirements
Severe incident messages
- Get emailed updates about disruption
- Updated 24/7 by the NRCC
- Includes internal information for railway staff
Cheapest fare finder
- Find the lowest fares for your journey
- Choose the train company you wish to travel with
- Tweak the dates or times to find even cheaper fares
Season ticket calculator
- Input your journey details
- Choose how you want to travel, either by First or Standard Class
- Our calculator returns the available tickets, with options travelling on different routes where available
Ticket hand-offs
- Receive sales leads for passengers looking to book travel tickets
- Includes origin and destination locations, journey times
- Also includes passenger numbers and any railcard selections
Advertising
- National Rail Enquiries website reaches over 7 million UK adults each month
- These users are actively sourcing information prior to making purchase decisions
Webservices
- Develop your own application using the same data used on our website
- Both Journey Planning and live departures feeds available
Widgets (Mac) and Gadgets (Windows)
- Live departures for your chosen station available on your desktop
- Available branded with your company's logo
Mobile apps - Android, iPad, iPhone, Windows tablet
- Access up-to-minute train time information when you need it
- View live train progress and platform information (where available)
- Quickly find your nearest station and then find your next trains home!
Alerts
- Get alerted about problems on your journeys direct by SMS, email or Twitter direct message
- Sign-up for your regular journeys
- Choose your thresholds for when you want to be notified
Train Tracker and Train Tracker Text
- Voice activated journey planning tool
- Links through to our real time train information for accurate journey plans
- You can have your own branding, with different numbers / voice artists
- Text us your journey details and we’ll reply straight away
- Live departures or arrivals for your chosen station
- Includes information about platforms and disruptions
CIS screens
- Presents live departure boards information in a CIS-style format
- Can be presented with TOC branding
- Simple web interface allows the information to be integrated into other devices such as help points
Text Me My Journey Plan
- Plan your journey through our online Journey Planner
- Receive your train times direct to your phone
Social media - Facebook, Twitter
- Become a fan of National Rail Enquiries on Facebook
- Add our “Visit your friend” app to plan journeys to friends and events
- Keep up to date with our initiatives
- Real time disruption updates 24/7
- Subscribe by your preferred train company
Pocket timetable
- Input your journey details and when you like to travel
- Our tool creates a printable timetable according to your request
- Available as a white label product to fit your brand
Outlook Add-In
- Plan journeys to meetings direct from Outlook Calendar
- Blocks out the travelling time in your calendar
- Link through to website to check fares and buy tickets
Ticket conditions
- XML feed of information about each ticket type and its validity
- Shows which train company certain tickets are valid with
- Includes info about booking restrictions / refunds
Station information
- Ensure your website is up to date with the latest station information
- From ticket office opening hours to whether there's a cash machine, it's all there
Call answering
- An expert information and advisory service to customers for all train services in Great Britain
- We provide timetable and fares information, booking information, refund information, details of special offers, Travelcard and Oyster information, as well as a host of other train travel-related products
Customer feedback
- A dedicated team responding to customer enquiries, feedback and complaints through a variety of methods
- Get in touch with us via email, webform, phone and white mail
- Information to help understand what your customers are telling you about your service
National Service Indicator
- Find out service status information (Good service / minor delays / major delays etc)
- Contains details of any problems for integration with service disruption XML
- Updated in real time, 24 x 7
- Available as an XML feed so that presentation can be tailored
Telesales transfer
- A one-stop shop service for customers
- Our Contact Centre provides up-to-date fares and availability information
- Facility to transfer customers directly to telesales
Social media - Facebook, Twitter