Customer Service Automation
Southeastern Railway was processing Delay Repay claims, complaints, incident reports, and fraud checks across disconnected systems, which delayed compensation, forced temporary hiring during disruptions, and made trend detection and reporting far too manual.
Reported impact
Southeastern automated about 70% of Delay Repay claims, cut major-incident reporting from 96 hours to four minutes, achieved about 95% complaint-type classification accuracy, paid many automated claims within 24 hours, improved customer satisfaction from about 82% to 87%, and reduced average Delay Repay response time to 2.9 days.
Southeastern and partner UP3 rebuilt customer operations on the ServiceNow AI Platform by centering everything on Customer Service Management and a trusted shared data foundation. Delay Repay claims, complaints, assisted travel bookings, lost property, and customer inquiries now flow through one platform instead of scattered systems. Operational, ticketing, and compensation data are unified so the business can automate Delay Repay at scale, give agents a complete view of each passenger interaction, and detect fraud more reliably. On top of that foundation, ServiceNow Otto generates major-incident reports in minutes instead of days and produces concise case summaries for service staff, while Virtual Agent handles a large share of webchat requests. This combination of shared data plus AI automation turned a compensation workaround into a reusable customer-service platform that supports better decisions, faster reimbursements, and same-day issue detection.
Customer, ticketing, operational, and compensation data now enter one ServiceNow foundation, where Customer Service Management routes claims and service issues end to end. ServiceNow Otto analyzes those interactions to generate reports and summaries, while Virtual Agent handles conversational inquiries before staff step in on cases that need human judgment.
Southeastern now processes approximately 70% of Delay Repay claims automatically.
Southeastern selected Customer Service Management and collaborated with ServiceNow partner UP3 to unify customer operations on a single platform.
UP3 connected operational systems, ticketing data, compensation workflows, and fraud detection into one ServiceNow platform.
Using ServiceNow Otto, the tool analyzes interactions within ServiceNow and generates a complete report in four minutes.
With approximately 95% accuracy, Southeastern spots emerging trends and safety issues the same day cases are submitted.
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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