ScotRail, part of First Group PLC, needed to change behaviours of their passengers and help them prepare themselves for winter travel. Snow and bad weather causes major disruption of trains and the stations have been under huge pressure with passengers not knowing what to expect and how to behave when major disruption strikes." class="respimg" alt="ScotRail-image-4">
Mobex set up a campaign team to design and deliver a roadshow tackling 17 major stations along susceptible routes. The objectives of the roadshow was to raise awareness of:
- How customers can help themselves prepare for travel during winter
- To increase the take up of online services such as Twitter, Journey Check, new website look and feel
- Set customer expectations of what they can expect during severe disruption, temporary timetable, alternative transport
- How ScotRail have improved customer communications and what this looks like • What investment has been made in new winter equipment
- Build better working partnership with Network Rail
Using two Mobex exhibition trailers they travelled the east coast and the west coast of Scotland inside and outside major stations and town centres. The trailers came fully equipped with 6 laptops each with internet access and the purpose was to tell people the 10 things they could do to help themselves. A non paid for media campaign was also planned. They formed associations with Transport Scotland and Network rail to join up messages
" class="respimg" alt="ScotRail-image-6">"Mobex took care of every minute detail. I never felt I had to worry about things. They took complete control and kept me informed every step of the way. The results were brilliant as we have seen a dramatic downturn in the number of people turning up at stations when travel is not possible. The take up of our journey alert and the disruption app from the roadshow means people are better informed and made the decision to stay away. I would certainly recommend Mobex to anyone"Jacqueline Taggart- Customer Services Director First ScotRail
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- 04 Apr
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TPL_KROBS_POSTED_BY_TEXTSuper User / Case Studies