After many years as ECR clients, the EPOS solution in use on the London North Eastern Railway (previously Virgin Trains East Coast), was in need of an update – both hardware and software.

The existing system had grown over the years and add-on features had been implemented to reflect the growing changes in the client’s business and operations onboard as well as in head office. ECR’s specialist team performed a detailed business review ahead of a series of workshops designed to map the needs of all users.

Passengers were accustomed to an excellent level of customer service, and one of ECR’s challenges was to deliver a system that would support crews’ onboard activities. Representatives from all areas of the business were invited to attend special information-gathering sessions that would shape the eventual system.

The resulting solution is one that reflects the teamwork from both the client EPOS team and ECR, receiving live departure data for up-to-the-minute accuracy, managing orders and deliveries from depots along the entire line, from London up to Scotland, and closing any gaps in the stock and cash control processes.