There are 18 reports regarding the railway infrastructure every day. To further improve communication with residents living near the railroad, Infrabel will now be working closely with Alistar, a company specializing in CRM (Customer Relationship Management) solutions. Through a reporting platform based on Microsoft Dynamics CRM, Infrabel can more efficiently manage the questions local residents ask about the railroad in their neighborhood on a daily basis. Alistar has signed a four-year framework agreement with rail operator Infrabel.
It’s a difficult balancing act: on the one hand, Infrabel aims to be the crossroads of Europe by providing a safe, high-quality rail network. That’s why they’re constantly working to expand a robust rail network and ensure its proper maintenance. On the other hand, the rail network operator is doing everything it can to keep the living environment around the railways as pleasant as possible. To meet both of these objectives, Infrabel is fully committed to communicating with local residents.
Alistar is building a reporting platform
Anyone with a report or complaint can submit it by phone, email, or through the Infrabel website. Alistar is building a reporting platform designed to ensure the smooth processing and follow-up of all reports. The figures show just how important this is. On average, 18 reports are received daily regarding the railway infrastructure or work on the rail network. These can range from noise pollution and vibrations to loss of income and damage to homes.
Every report made by phone is received via a toll-free number that is available 7 days a week. The reports are then processed as cases by Infrabel’s Local & Resident Affairs department. A total of about 50 employees use the CRM tool.
The framework agreement between the CRM specialist and Infrabel runs for four years. Aurélie Robert, Team Leader of the Local and Resident Affairs Unit at Infrabel: “We chose Alistar because of the quality they deliver. Alistar is responsible for the complete management of the CRM solution. In addition to installation, updates, and maintenance, they provide the necessary training to ensure the solution is properly implemented within our organization.”
Jan Hofman, managing partner at Alistar, is also very pleased with the new contract: “The fact that a large and well-known organization like Infrabel has chosen us demonstrates that our knowledge and experience in the field of CRM are recognized. The contract allows us to fully utilize our expertise and, in doing so, help Infrabel further improve its reporting platform.”
This article also appeared in The Latest News on October 20, 2015, and De Beiaard on October 23, 2015.
