Fujitsu wins UK rail telesales contract

Fujitsu Services has been awarded a contract to upgrade the ticket telesales system of FirstInfo Ltd, the operations division of UK rail company FirstGroup.

The award-winning Fujitsu STAR telesales system will soon provide the ticketing operations for First Great Western, First Scotrail, First Trans-Pennine Express, Hull Trains and other rails services belonging to FirstGroup. They will join seven other rail services which already use the STAR system to better handle customer enquiries and bookings.

In a move which represents further expansion for the leading European IT services company, Fujitsu Services’ STAR telesales system will help FirstInfo improve its efficiency in processing customer enquiries and bookings. Rail passengers contacting FirstInfo should now expect a faster service with up to 30 seconds less waiting time on the phone.

Becky Simpson, the contact centre director at FirstInfo said, “The STAR telesales system is fundamental to the improvement of the customer experience. It will provide us with the flexibility to optimise the use of our contact centre advisors across all sites - this will ultimately mean that the most accessible, high quality booking service can be delivered to all of FirstInfo’s customers choosing to contact us by telephone.”

Fujitsu Services, which developed the STAR ticketing system specifically for rail operators, plays an important support role for the Association of Train Operating Companies with more than 4,000 terminals being employed in stations, booking offices and call centres across the UK. The STAR system won the 2005 “Innovation in IT” category award at the Rail Industry Innovation Awards.

Nick Chisnall, head of the rail business at Fujitsu Services, said “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 Services is one of the leading IT services companies in Europe and offers Transportation Services and Consulting as part of a wider range of IT solutions.
Visit Fujitsu’s website for more information on the Fujitsu STAR telesales system.

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Graham Goulden

Fujitsu Services

Fujitsu Services

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