Reuniting Passengers with Their Lost Items – Seamlessly

Case Study

Company:

East Midlands Railway

Industry:

Rail

Location:

East Midlands

Applications:

iFound

Client Overview

East Midlands Railway (EMR) is a key UK Train Operating Company serving cities and communities across the East Midlands and beyond. With a strong focus on customer service and operational efficiency, EMR continually seeks innovative solutions to enhance the passenger experience.

Testimonial

We are delighted with the results following the introduction of the Found It Lost Property system, which helps our customers to be easily reunited with items lost on our trains and stations. The easy-to-use staff app and web system has allowed us to efficiently audit items that have been found, and our match rate has increased by 6%. As the system is automated, we’ve also seen a 52% reduction in calls to the team. ANT were easy to work with, and the system was tailored to our own requirements – pleased to do business with them. Thanks, Nara

Nara Burne

CI & CSC Systems Manager

Found It Lost Property System

Challenge

Every day, passengers leave behind a variety of personal items on trains and at stations. The manual handling of lost property was time-consuming, prone to error, and placed significant demand on customer service resources. Our client was looking for a modern, automated system to streamline the process, improve match rates, and enhance the customer experience.

Solution

The rail operator implemented the Found It Lost Property system developed by ANT. This included a web-based portal for public use and a dedicated app for staff, making it easy to log, track, and match found items with lost property reports.

Results

6% Increase in Match Rate: The new system enabled faster and more accurate matching of lost items with their rightful owners, improving overall customer satisfaction.
52% Reduction in Call Volume: With customers now able to log and check lost item statuses online, the number of inbound calls to customer service dropped dramatically, freeing up staff for other high-value tasks.

Improved Audit Capabilities: Staff found the system intuitive and easy to use, which led to better documentation and tracking of found items.

Conclusion

The Found It Lost Property system not only enhanced operational efficiency for the rail operator but also significantly improved the experience for their customers. With measurable results and a smooth implementation process, the partnership with ANT proved highly successful.