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FirstInfo Ltd, a part of the FirstGroup transport operations company, has announced that it is to replace its existing ticket telesales system with Fujitsu STAR telesales – the award winning integrated rail journey enquirer and ticket issuing system from Fujitsu Services.
FirstInfo provides telephone rail ticket sales for First Great Western, First Scotrail, First Trans-Pennine Express, Hull Trains and others. The deal represents a continued expansion of multiple channel retailing for STAR, which is already used by seven out of twenty five train operating companies (TOCs) as their planning and ticketing system.
FirstInfo is installing STAR telesales in order to improve the speed and efficiency with which enquiries and bookings are handled at its three call centres in Plymouth, Fort William and in India. The new system will help staff reduce handle time on calls by around 30 seconds because it better supports the call handling process and provides scripting to guide telesales staff, delivering a more consistent service to customers.
Becky Simpson, contact centre director from FirstInfo said: “The STAR telesales system is fundamental to the improvement of the customer experience when they call us to book tickets or enquire about bookings. It will provide us with the flexibility to optimise the use of our contact centre advisors across all sites - this will ultimately mean the most accessible, high quality booking service can be delivered to all of FirstInfo’s customers choosing to contact us by telephone.”
Nick Chisnall, head of the rail business within Fujitsu Services, commented: “STAR is the premier rail retailing system for the 21st century and is leading the way in improving customer experience in rail at the point of sale. This deal with FirstInfo is further expansion of STAR in multiple channel rail retailing and is another major milestone in the STAR programme.”
Fujitsu is one of the most important IT providers for the Association of Train Operating Companies supporting over 4000 terminals in stations, booking offices and call centres. In 2005 STAR was selected as the winner in the "Innovation in IT" category in the Rail Industry Innovation Awards. Fujitsu also developed the Rail Journey Information Service (RJIS), which it operates for the UK rail industry as a whole.
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