Concentrix CRM Solution helps CrossCountry Trains Nomination for Customer Service Excellence Award
12th Oct 2009
Concentrix customer CrossCountry Trains has been nominated for the 2009 National Customer Service Awards.
The nomination, achieved after a rigorous entry and selection process, sees CrossCountry Trains shortlisted in the 'Contact Centre Team of the Year' and 'Customer Services Manager of Year' categories. The company has also been 'Highly Commended' in the 'Complaints Team of the Year Category'.
CrossCountry Trains crosses more of the UK than any other train operator. In 2008 they chose Concentrix to develop a new customer services system. Based on Microsoft Dynamics CRM, Concentrix replaced a bespoke legacy system that was expensive, difficult to use and had severe limitations.
Concentrix created a CRM-based customer service system tailored specifically to the needs of CrossCountry Trains. Through extensive configuration and customisation of Microsoft Dynamics CRM, the Concentrix solution integrates with trackside train performance systems, calculates refunds, speeds up response times and lets CrossCountry Train's staff focus on delivering excellent, personalised service to their customers.
Matt Foster, Customer Service Manager for CrossCountry Trains and nominee for Manager of the Year said “We're really happy that the customer service solution developed by Concentrix, along with the dedication of our staff and other changes we've made to our business, has helped CrossCountry Trains through to the finals of two categories at the National Customer Service Awards 2009 and achieve 'Highly Commended' in another.”
John Odell, Senior CRM Consultant at Concentrix commented “Congratulations to Matt and the team. We've developed a productive and close working relationship with CrossCountry Trains throughout their customer service project. From initial scoping right through to training and support, CrossCountry Train's professionalism and knowledge helped us deliver a highly successful solution.”
The winners of the National Customer Service Awards will be announced at an "Oscar's style" awards evening on 9th December 2009.