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Capabilities

Engineering Enterprise Platforms: Pega Data Enterprise Platforms: Appian Cloud Enterprise Platforms: Salesforce Quality Engineering Enterprise Platforms: ERP AI-Led Business Process Solutions Enterprise Platforms: MuleSoft Experience Global Capability Centers

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Banking & Financial Services
Insurance
Travel
Healthcare & Life Sciences
Public Sector
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Telecom, Media, Automotive, and Energy
Retail, Consumer Packaged Goods (CPG), and Hospitality

Resources

Case Studies Conversation with Pathbreakers Blogs White Papers Tech PoV and Insights

Resources

Case Studies
Conversation with Pathbreakers
Blogs
White Papers
Tech PoV and Insights

Who We Are

About Us Newsroom Leadership Partners Locations Careers Awards & Recognitions ESG Learn more about Coforge
Coforge: Where AI engineering meets industry expertise.

Learn about our company, our vision and values, and the 45,000+ professionals enabling businesses to harness the power of AI.

Learn more about Coforge
Composable Enterprise

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AI

Industries

See All
Banking & Financial Services
Insurance
Travel
Healthcare & Life Sciences
Public Sector
Hi-Tech
Telecom, Media, Automotive, and Energy
Retail, Consumer Packaged Goods (CPG), and Hospitality

Capabilities

Engineering Enterprise Platforms: Pega Data Enterprise Platforms: Appian Cloud Enterprise Platforms: Salesforce Quality Engineering Enterprise Platforms: ERP AI-Led Business Process Solutions Enterprise Platforms: MuleSoft Experience Global Capability Centers

Who We Are

About Us Newsroom Leadership Partners Locations Careers Awards & Recognitions ESG Learn more about Coforge
Coforge: Where AI engineering meets industry expertise.

Learn about our company, our vision and values, and the 45,000+ professionals enabling businesses to harness the power of AI.

Learn more about Coforge
Composable Enterprise

Resources

Case Studies Conversation with Pathbreakers Blogs White Papers Tech PoV and Insights

Resources

Case Studies
Conversation with Pathbreakers
Blogs
White Papers
Tech PoV and Insights

CASE STUDY

Modernizing Customer Care Operations with a Cloud-Native Data Platform on AWS

Industry

Travel & Transportation (Railways)

Our Contributions

Customer Care Data Modernization, Cloud-Native Data Engineering, Real-Time & Batch Integration, Data Quality & Governance, Analytics Enablement, Change & Adoption Support

Location

Europe

Modernizing_Customer_Care_Operations_Hero_Image

Railway operators manage high volumes of customer interactions across journeys, complaints, service disruptions, and loyalty programs. Delivering consistent, compliant, and personalized customer care requires seamless integration of CRM systems, digital channels, and operational data, supported by real-time insights and scalable infrastructure.

As legacy systems reach the end of life, transportation organizations are modernizing customer care platforms using cloud-native architectures that enable 360-degree customer visibility, real-time workflows, and regulatory alignment, while minimizing disruption to ongoing operations.

Modernizing_Customer_Care_Operations_Mid_Image

The Challenge

The railways group was replacing its legacy EL-OK CRM system, which had supported core customer care functions but could no longer meet scalability, integration, and compliance demands. Multiple internal systems needed consolidation to provide a unified customer view across interactions, knowledge bases, communications, and rewards.

Standard complaint management processes were misaligned with regulatory obligations and operational realities, introducing compliance risks. Rigid workflows limited the ability to handle complex, high-impact customer scenarios, while the transition to the new EL-OK environment required seamless integration and strong adoption support to avoid operational disruption.

Our Approach

 

Coforge implemented a modern, cloud-native Customer Care data solution on AWS, enabling integrated, real-time, analytics-driven customer care operations.

Cloud-Native Customer Care Foundation
Designed and provisioned scalable AWS infrastructure to support high-volume digital and CRM workloads, with secure, low-latency connectivity enabled through AWS Direct Connect.

Real-Time & Batch Data Integration
Implemented real-time and batch pipelines using AWS Glue, Kafka, Lambda, and Python, supported by the DataFlux artifact, to enable structured data ingestion and transformation across internal systems.

Unified Customer Views & Analytics
Integrated multiple internal systems to create 360-degree customer visibility, and delivered Power BI dashboards providing insights into customer satisfaction, KPIs, and service performance.

Data Quality, Governance & Workflow Enablement
Applied data quality rules using the Agentic DQ Resolver, along with exception handling, monitoring, and analytics integration with Appian workflows to ensure compliance and control.

Adoption & Continuous Optimization
Supported rollout through documentation, knowledge transfer, continuous monitoring, and feedback-driven optimization to accelerate adoption and minimize disruption.

Modernizing_Customer_Care_Operations_End_Image

Impact to Date

The AWS-based modernization delivered measurable improvements in integration speed, customer visibility, compliance, and service effectiveness.

360° Customer View

Unified Customer Intelligence

~40% Faster

Data Integration

Key Outcomes

 

  • Integrated Customer Care Ecosystem Consolidated fragmented systems into a single, analytics‑ready customer care platform.
  • Improved Operational Agility Enabled flexible workflows and real‑time data availability to support complex customer scenarios.
  • Stronger Compliance & Governance Aligned complaint management and service processes with regulatory obligations.
  • Accelerated User Adoption Structured change management reduced disruption and ensured the successful rollout of the new customer care solution.

 

By modernizing its customer care data platform on AWS, Coforge enabled the European railways group to unify customer insights, accelerate service operations, and strengthen compliance, delivering a scalable, future-ready foundation for next-generation customer engagement.