Leveraging ABBYY and Engeneum’s email classification solution, East Midlands Railway is able to handle over 65,000 incoming emails per year while improving customer response times, increasing productivity, and generating cost savings. Case Study | Transport and Logistics “I was looking for a more automated approach to reduce our manual resource time and fulfil our reporting needs. We are now well below our 20 day KPI response time and have been impressed with the flexibility and ease of integration to our CRM system.“ - Nara Burne, Customer Experience Systems Manager East Midlands Railway Challenge • East Midlands Railway (EMR) changed its reporting processes so that staff had to review incoming complaint emails, record, and report the cause of the complaint at th

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