ESP Group / Journeycall
Helping heal broken journeys
Journeycall deliver multi-channel, high quality customer support services to many of the UK’s leading transport organisations including Arriva Group, Transport for London, Rail Delivery Group and Abellio.
Journeycall were looking for a digital partner to deliver a solution to improve upon the rail Delay Repay market. Whilst a number of solutions already existed, most were built on very old platforms that are somewhat functional and extremely complex to operate efficiently.
DelayCheck™ is the result of close collaboration between Journeycall and FreelyGive. We paired Journeycall’s intimate understanding of the rail industry with our experience with Drupal based business applications and user experience design. The output is a beautifully functional Delay Repay system that is a joy to use for both operator and passenger alike.
The DelayCheck™ system that we built for Journeycall, provides a responsive webform for passengers to report their train delay and by using integrations, allows passengers to select the specific journey that was disrupted. The custom-built automation engine then calculates the refund due by cross referencing their database of train movements, RailTrax.
RailTrax, which we also built specifically for this project, is a database that downloads information on train movements from multiple sources and then organises the aggregated data to allow automatic tracking and querying by DelayCheck™. Because the train movement information is only published momentarily, RailTrax is built with multiple levels of redundancy to ensure no data is lost.
In addition, the solution also provides extensive customer service functionality, integration with multiple repayment gateways and extensive reconciliation reporting. Drupal's modularity and flexible architecture has allowed us to share most of the functionality across multiple clients whilst still being able to create custom functionality for a specific client's needs.
The hosting infrastructure is designed to be highly dependable and resilient, allowing peak claims of over 20,000 per hour, each requiring complicated automated calculations. In case of failure the system has a complete replicated copy that can be switched to automatically.
“Our DelayCheck™ system was conceived and developed by a highly experienced collaborative team from FreelyGive and Journeycall who, through their extensive experience of providing delay repay and customer support, recognised what was required to ensure it continually exceeded expectations, whilst always having the customers and agent at the forefront of every part of the system development. FreelyGive are an excellent partner – they not only deliver our requirements very efficiently and professionally, they also anticipate our needs and are pro-active in suggesting system improvements working both with us and our clients"
— Lesley Stewart, Business Development Director, Journeycall Ltd. —
