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| ATOC (Association of Train Operating Companies) - ATOC represents train companies to the government, regulatory bodies, the media and opinion formers. It also provides members with a range of services.
TOCs sell a Disabled Persons Railcard which entitles customers to receive 1/3 discount on rail travel. Journeycall has operated the Disabled Persons Railcard since November 2008. It was selected after a tendering process – its track record, commitment to increase sales and competitive cost were particularly compelling bid elements. Journeycall handles calls, emails and postal communications and delivers a high level of service. It accurately issues and despatches Railcards to customers within 24 hours, in line with the SLA and sends out application forms and reminders to customers. Disabled Persons Railcard customers have a variety of impairments and it is very important that all communications are handled sensitively and empathetically. Journeycall does this, and ensures its advisors treat each customer individually according to their needs. It has ensured that renewal web pages comply with RNIB accessibility recommendations. Journeycall developed an automated card renewal process for the Disabled Persons Railcard website. Alongside this it maintains a customer-retention programme by sending out renewal reminders to every Railcard holder and supplying information in alternative formats. Journeycall developed the bespoke Card Management System (CMS) which holds details of all 120,000 Railcard holders. This links with the ticketing system and Rail Settlement Plan to enable revenue allocation and settlement. Journeycall is currently further developing the CMS to enable third parties, primarily local authorities, to sell the card remotely on their behalf. ATOC is happy with the services provided by Journeycall and we have built up a mutually beneficial partnership. ATOC would consider Journeycall for any future tenders and would recommend it to other companies. |
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