Govia

Keeping customers connected

The Challenge

Go-Ahead subsidiary company Govia Thameslink Railway (GTR) operates the Thameslink, Southern, Gatwick Express and Great Northern services – serving London and a number of important regional centres from King's Lynn in the north to Brighton in the south. It's the largest rail franchise in the UK in terms of passenger numbers, trains, revenue and staff. Some 326m passenger journeys are made each year on its services and 6,500 people are employed. When Go-Ahead won the franchise, it committed to provide wifi in 104 key stations in a relatively short timescale.

The Solution

"Customers are increasingly expecting wifi wherever they go. They expect it to work right away wherever they are, even in a complex station environment. O2 delivered to 104 stations within our demanding timescale. When we ran into technical difficulties, O2 quickly came up with alternative solutions and we were able to meet our deadlines without compromising the customer experience. The whole project went well and our customers are reaping the benefits." Liam Ludlow, Commercial Innovation & Projects Manager, Govia Thameslink Railway (GTR) Limited.

Results

O2 Wifi has helped us deliver our promise. Our customers appreciate having easy access to wifi and to train information as they wait. Wifi facilitates their access to our apps and to our social media channels which we believe are reducing calls into customer service." Enrique Fernandez-Pine, Group IT and Strategy Director from The Go-Ahead Group.

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