Merseytravel

Sector: Transportation & Tourism - Public Transport Executive (PTE)

  • Merseytravel is the passenger transport executive responsible for the coordination of public transport in the Liverpool City Region, North West England. Merseytravel was established on 1 December 1969 and is responsible for rail, bus, ferry and road tunnel transportation within the region.
  • Merseytravel works in partnership with central, regional and local government, the Local Enterprise Partnership, public transport operators, other Passenger Transport Executives, the business community, community groups and members of the public.

The challenge

  • To better understand and manage a single view of the customer across several disparate organisations and back office systems
  • Several separate systems make it impossible to effectively communicate with their customers
  • Unable to deliver intelligent and targeted marketing campaigns
  • Keep customer data up to date and in a single system
  • Provide an effective and transparent customer service experience

The solution

  • Microsoft Dynamics CRM is used to centralise, manage and segment data in a way that best supports marketing and customer service activities
  • Dynamics CRM is seamlessly integrated with several back office systems such as ticketing and customer websites. This includes effective data management and processes rules for de-duplication
  • A complete campaign led marketing solution with rich media solutions and nurture marketing capabilities
  • A web facing portal for effective customer and complaints management
Merseytravel
Lynne Shelbourne, IT Projects ManagerMerseytravel

Dynamics CRM is at the heart of our organisation and has enabled us to better communicate to our customers in the right way, whilst also helping improve our service.

The benefits

  • A flexible and feature rich solution on which to deliver all direct marketing activity
  • A scalable solution that will grow and flex with the demands placed on the organisation
  • A complete customer service solution that helps drive satisfaction and manage complaints