Edinburgh Trams Enhances Customer Satisfaction with Freshworks

Edinburgh Trams, an award-winning tram operator based in Scotland, was facing significant challenges in customer service. The company was dealing with low customer satisfaction and inadequate reporting and customer insights. The customer service was initially shared with their sister organization, Lothian Buses, as part of an existing Service Level Agreement. However, as Edinburgh Trams matured as an organization, the decision was made to bring the Customer Services operation in-house. This was to ensure that Customer Relations Officers at Edinburgh Trams could provide personalized advice to customers in a timely and accurate fashion. However, the transition from a shared service to an in-house operation presented its own set of challenges, including managing customer queries across multiple channels such as email, phone, help-center, chat, and social media.

Edinburgh Trams is an award-winning tram operator and infrastructure manager based in Scotland’s capital city. The company operates a fleet of 27 trams seven days a week, offering fast, frequent services to over 7.3 million passengers annually. Edinburgh Trams takes service reliability very seriously, operating at a 98.84% service reliability rate and 98.89% punctuality rate. As the organization matured, it decided to bring its Customer Services operation in-house to provide personalized advice to customers in a timely and accurate fashion.