National Express in data overhaul

National Express has implemented a new data system which gives the coach operator insight on over 100 million company records, boosting customer interactions as well as fleet management.
The move has seen the company ditch legacy spreadsheets for the QlikView Business Discovery platform. National Express supports 18 million journeys on its network each year.
Initially installed last summer, the software has now been rolled out across all departments, providing a raft of operational benefits.
It allows the National Express commercial team to easily examine coach route data, helping to identify the most profitable routes. It also enables the customer services and service delivery teams to analyse customer feedback to target areas for improvement.
National Express business intelligence manager Frank Kozurek said: “It affords us the flexibility to explore the data in the ways we need to, and allows us to cut through the data to look at statistics for every individual journey, something that wasn’t possible when we relied on basic spreadsheets alone.”
The QlikView software has opened up data to all staff working across the National Express business, rather than just those sitting in the IT department, offering business units a broader view of the company.
In the future, National Express intends to add more functionality to its QlikView deployment, including a social media analysis module.
Earlier this year, National Express pooled its direct marketing account into AIS London as part of a strategy to adopt a more strategic approach to its customer communications.
The account was previously split between database host Sky IQ, email specialist Experian CheetahMail, and creative agency McCann Birmingham.

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