Helping National Express to communicate with its customers

Moving coach
Date Published

31/07/2019

Reading time

3 mins read

National Express is a leading British transport provider, operating bus, coach and train services in the UK, Continental Europe, North Africa, North America and the Middle East.

The iconic white fleet of National Express coaches is the largest scheduled national coach network in the UK.

The challenge

In 2018, over 20 million people travelled with National Express. We worked with the company to ensure it could effectively communicate with all of its customers, in a number of languages, ensuring its website could reach users at a global, multilingual level.

As continental Europe is a significant market for National Express, localising for these countries was key; as well as making sure it could communicate with some of the 40 million tourists who visit the UK every year.

How we helped

We created a dedicated team for National Express, allowing them to be able to concentrate on their own business, safe in the knowledge that their translation requirements were being handled by experts. The team at Capita TI provided National Express with regular updates on the progress of translation projects and ensured prompt interaction and clear communications.

Our secure SmartMATE Dashboard allowed National Express to submit, track and retrieve translation projects from one central place, making the whole process easier to manage. The tracking feature in the Dashboard gives the team at National Express expected dates for translation project deliveries, and the financial view feature also allows them to check spend against budget.

Security and intellectual property are incredibly important for National Express, they’ve worked hard to create a leading brand and company, so it was critical that their IP didn’t fall into the wrong hands. During our translation process, documents and content don’t leave our secure system, and are always protected.

The result

National Express’ website is now localised into 5 languages: French, German, Spanish, Italian and Polish. Thanks to localisation, National Express have seen improved customer engagement across different language groups and have met their objective to communicate with their global markets.

Strong communication with multiple markets allows National Express to be able to forward plan their activities and share important information with their passengers.

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“Communication is key, I can count on my contacts at Capita, be it my account manager or the project manager, to keep me informed, always being honest and transparent, so that I know where I am in my own planning/schedule. Capita’s turnaround times are incredible.”

Ceri Harris, Digital Product Owner, 

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