Network Rail case study

There are some 6,500 level crossings across Britain, many in rural areas on private land where users must operate the crossings themselves. As a key safety measure on these crossings, users must register with Network Rail and contact them before using crossings for the first time.
Network Rail has a vital database of authorised users and must regularly communicate with them by SMS, phone and email in order to keep registered users informed of safety issues, maintenance work and much more.

To manage this, Experience Assist has configured a sophisticated new customer relationship management (CRM) system for Network Rail, allowing the company to keep track of all of its outbound communications.
Network Rail chose to build the new database using Oracle Service Cloud as the CRM platform. It then selected Experience Assist to develop the system because it is one of the most experienced companies in the UK at configuring the Oracle Service Cloud CRM platform.

Experience Assist, a supplier of digital services and consultancy, has seen rapid growth in the past year, with staff numbers increasing to 100 and turnover of over 3 million this year.

We have developed a market-leading expertise in the Oracle Service Cloud platform over nearly a decade, so we are very pleased to put our skills to work for a national organisation so critical to the UKs infrastructure.
As regular rail users, we are all too aware of the importance of safety on our rail network. We are proud that our work, however small, has made a contribution to the fantastic work Network Rail is doing in this area.

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