Case Studies

Find out about how CMAC services have helped our partners

Case Studies

Crew and Customer Transport - Northern

Posted Aug 31, 2021

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The client

Northern (Northern Trains Limited) is a publicly owned train company operating across England. Headquartered in York, Northern is a subsidiary of DfT OLR Holdings Limited and connects tens of thousands of people to work, education and leisure every day.

The challenge

Northern required a nationwide managed taxi solution that would support their operations during the event of safety incidents, delays, or cancellations, to transfer train crew, employees, and customers to alternative locations, often at short notice.

The solution needs to be reliable, available on demand and simplify the management of taxis, whilst providing peace of mind through enhanced duty of care and therefore minimising legal, financial, reputational, and operational risk.

The solution

CMAC deliver a single source solution that provides consistently reliable planned and on-demand transportation to service Northern’s operations.

We provide UK wide coverage to even the most remote locations and have the ability to allocate location specific suppliers as required, ensuring Northern are always only minutes away from a driver arriving.

Since 2017, CMAC have provided over 65,000 planned and 21,000 on-demand train crew movements each year.

During times of disruption, CMAC can move from one to 100 customers per day, anywhere along the Northern network, including passengers with mobility requirements who need specialist vehicles.

CMACs robust onboarding and compliance process ensures ongoing peace of mind to Northern staff, employees and customers, delivering a consistently safe service across the country.

It is essential that each journey can be monitored from beginning to end, therefore every vehicle is fitted with GPS tracking, enabling all pick-ups and drops-off to be easily monitored.

CMACs team of industry experts have extensive understanding of managing Train Crew requirements and Union agreements, and all the train crew diagrams are managed through our diagram reader, saving Northern a vast amount of time and manual processes.

This, alongside CMACs online booking portal where over 50% of the bookings are made, has caused productivity to notably increase across all depots.

CMACs consolidated booking and invoicing system also significantly reduces administration, providing transparent costs across all journeys.

The successful working relationship has led to CMAC taking on the management of Permits at Blackpool and Windermere stations using our ‘Permit Plus’ service.

Safe and reliable taxis is critical for Northern. Since 2017, the service CMAC provide has made a huge difference to us and our customer experience. It's great to have found a company that understands our requirements and keeps its promises. CMAC react exceptionally well to whatever we throw at them, and we have a consistently great experience from CMACs delivery team, operations team, and supplier relationship team. The booking process and invoicing is so simple it’s fantastic. For anyone looking for a reliable local taxi solution with first class service, choose CMAC, you won't be disappointed.

Jason Parker

Alternative Transport Contracts Manager, Northern

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