Keeping Passengers Informed at Scale

Client Problem

For passengers, time matters. They need to know about cancellations, diversions and closures before they begin their journeys.

A major UK public transport organisation needed a reliable way to communicate planned service changes, while managing millions of customer records accurately and securely.

What began as a simple mailing file grew into a long-term programme covering customer data management, communications and operational support.

The organisation also needed flexibility to support customer enquiries, application processing, campaign analysis and fulfilment as requirements changed.

“Bearing in mind the sheer amount of campaigns that we run, we couldn’t have achieved the level of positive customer interaction without Dawleys support. They certainly make life easier and consistently deliver accurate data and timely campaign support.”

How Dawleys Helped

Dawleys supported the organisation for more than 14 years, providing the people, processes and technology needed to manage large-scale customer data and communications.

We built and managed a central database of more than 7 million records, combining data from multiple transport services and customer touchpoints. This provided a reliable foundation for accurate, secure and relevant customer communications.

Data Transformation

Managing millions of customer records each month required a robust approach to data quality. Data from multiple sources was securely standardised, matched, combined and de-duplicated to create an accurate customer database.

More than 20 matching routines, from exact to high-confidence fuzzy matching, helped ensure records were processed consistently while maintaining data quality and integrity.

Data Handling

Data security was central to the service. Customer information was retained only for the agreed operational period before being de-personalised for analysis.

This enabled the organisation to use customer insights to evaluate campaigns and improve future communications, while maintaining a controlled and secure data-management process at scale.

Passenger Communication

Dawleys delivered targeted service communications to help passengers make informed decisions about their journeys.

The team managed communications covering planned works, closures and service updates, helping passengers avoid disrupted journeys and stay informed.

Operational Support

The partnership grew beyond data and email communications. Dawleys also supported customer registration, application processing, passenger enquiries, fulfilment and campaign analysis.

By bringing these activities together, Dawleys provided practical operational support across customer data, communications, enquiries and fulfilment.

Results

Over more than 14 years, Dawleys provided dependable support across customer data, communications and changing operational needs. The service helped keep information accurate, communications relevant and customer activity running smoothly.

• 7m+ customer records managed across multiple data sources
• 20+ data matching routines used to match and de-duplicate records
• 5m service emails sent each week during peak
• 50m emails delivered in a single week during a major international sporting event

Summary

Dawleys provided a major UK public transport organisation with dependable data management, passenger communications and operational support at scale.

From managing millions of customer records to delivering high-volume service emails, we helped keep passenger information accurate, relevant and secure.

By combining data expertise with customer contact and fulfilment support, Dawleys helped the organisation provide passengers with accurate, timely information to make better-informed journeys.
Helping passengers make better informed journeys, with accurate and timely information they could rely on.