Our Ref:         FOI-1724-1718

Thank you for your request received on 28 September 2017 asking for further information about Tram complaints.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm we do hold the information you require. You asked for:

Are you able to send me the categories under the previous SAP CRM system please?

Please find the requested information attached.

And what date the system change to Microsoft Dynamics? And why?

The first contact received by our Customer Contact centre via Microsoft Dynamics was on 19 May 2017, there was a phased transition as cases were cleared from SAP CRM and new cases were received in Microsoft Dynamics. We moved to Microsoft Dynamics to address customer feedback we had received, in addition the old system, SAP CRM, was out of warranty and had become obsolete. The decision was made to move our entire contact centre to a more stable and up to date web based platform.

And when did TOL stop responding to complaints directly? And why?

Following the incident at Sandilands, TfL reviewed the end-to-end process for acting upon safety related complaints received through the Customer Contact centre across all services to ensure complaints are reviewed and prioritised for action. As a result, TOL stopped directly responding to complaints in the first instance. We continue, however, to work closely with TOL to ensure all tram related complaints are reviewed and appropriate action taken in response.

And how can customers make complaints?

Customers can contact us via our website (https://tfl.gov.uk/help-and-contact/) and the other channels described on that webpage or they can still come into our Tramlink shop in Croydon.

If this is not the information you are looking for, or if you are unable to access it for some reason, please feel free to contact me.

Please see the attached information sheet for details of your right to appeal.

Yours sincerely

Gemma Jacob
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London

[email protected]

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