We have a long-standing relationship with the First Rail division of FirstGroup, supporting five UK rail franchises - Great Western Railway (GWR), Avanti West Coast, TransPennine Express (TPE), SouthWestern Railway (SWR), and Lumo.
When we first started working with FirstGroup, the online customer experience was fragmented, and legacy infrastructure was limited in its scope for growth and connectivity. Customers were frustrated – they struggled to get information about disruptions and found it difficult to book tickets online. The business was losing out on digital revenue as a result.
DCX has worked to help achieve FirstGroup’s mission to improve the transportation services it provides across the UK. Working in partnership since 2013, we’ve set the agenda for digital change, and have delivered a programme of initiatives to re-invent the customer experience across channels, driving a significant increase in revenue and helping improve customer satisfaction.