A new customer service app for the Elizabeth Line

John Geary, Head of Customer Experience at MTR Crossrail had this to say about the app:

“Can I take this opportunity to thank Artonezero all of your hard work in developing and launching an app that has gone down extremely well with our teams.”

Results:

• The MTR Crossrail app has been in use for 12 months by platform staff at MTR Crossrail stations, such as Abbey Wood. 
• It is helping MTR Crossrail meet their very demanding KPI of 80% or greater approval on the TFL Customer Experience surveys.

Client Overview

MTR was awarded the concession to operate the Elizabeth Line in 2014. When it is complete, it will cover over 118KM of railway, from Reading and Heathrow to the West of London to Shenfield and Abbey Wood in the East.

The Challenge

Having previously designed and developed their website, MTR approached us with a new challenge; to create the MTR Crossrail Customer Experience Mobile App.

Where we come in

MTR needed to make sure that their platform staff would be able to deliver route/travel information quickly to new passengers. It needed to allow platform staff to deliver consistent network information to customers and make information easily accessible for platform staff.

MTR Crossrail Customer Service App

We worked closely with MTR Customer Experience teams to research the key issues affecting MTR’s efficiency and operations processes and created an effective user experience.

We used Cadenza, our in-house bespoke CMS system, to build the framework of the MTR Crossrail Customer Experience (CE) mobile app.

Using geolocation information, the MTR Crossrail CE app can detect which TfL station the member of staff using the app is closest to, and will display information relevant for that station.

Staff can also look at information for other stations by changing the station in the app’s settings.

App Features

• Real Time Station Information – Live departure information for TfL Rail, National Rail, Bus, Overground & Tube as well as facilities information and calling patterns information.
• Real Time Service Map – Displays a real-time service overview of all the trains currently on the network and provides service information for late-running and cancelled services.
• Ticket Pricing Information – Allows for staff to provide customers with ticket prices for routes from their current station to any station on the national rail network.
• Journey Planner – Uses JNCTION’s route planning technology to help MTR staff plan customer journeys from station to station on the National Rail Network. It can generate alternative routes via rail replacement buses, or the Underground or DLR.
• Built-in maps and guides – Provides MTR staff with instant access to a reference library of maps and customer service guides for their particular station, eradicating the need for paperwork.
• Adjustable Settings – settings to allow staff to choose which station info is displayed, or with Automatic Sense will auto-detect the closest station.