Interserve Press Office | May 26, 2016
International support services and construction group Interserve has been awarded a one-year account extension to provide customer support services for Spanish national train operator, RENFE Viajeros.
The partnership, worth circa £5 million per year, will see Interserve provide customer information and ticket sales support services at 63 different locations including 55 stations for RENFE Rodalies, which operates suburban and medium distance train services across Catalonia. This extension runs until March 2017 and has the potential to be extended for a further year.
Interserve will work with RENFE to achieve efficiencies and maintain high customer service standards through extensive training programmes for all team members. Interserve has also developed an automated management system to coordinate services at the busy Catalonian commuter stations and adapt resources in line with the changing needs of passengers.
Interserve currently provides customer information services and ticket sales support in Madrid. This, and the company’s strong relationship with local labour organisations, was a key factor in the renewal of the partnership.
Felix A. Martin Merino, director of the Catalonia region for RENFE Viajeros, said:
“The action taken by Interserve to provide training, information and communications to the entire team has allowed us to achieve a speedy, accurate and reliable transition process.
“From the very start the Interserve team has been fully committed and orientated towards this new course that we have set together; a new course where our focus will be on customer attention. This is a crucial aspect for RENFE in the environments where we operate.”
Jose Luis Garcia Hurtado, general manager for Spanish operations at Interserve, said:
“We’ve been a supplier to RENFE and have had a strong relationship with them since the 1980s, including providing customer information services and supporting ticket sales in commuter train stations in Madrid.
“Our teams will continue to uphold the RENFE brand at stations across Catalonia, delivering vital travel information and acting as a key contact point for customers. With more than 116 million passengers passing through Catalonia’s stations every year, it is crucial for Interserve and RENFE Rodalies to work together to ensure an efficient and pleasant customer experience for all.”
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