How Virgin Trains is transforming maintenance through remote monitoring

Author: Carl Pocknell


London Euston is one of the UK’s busiest railway stations with over 100,000 people passing through on a daily basis. In the south terminus, a large projection by Virgin Trains operates on the main concourse for 21 hours a day. Given the high turnover of passengers in transport hubs like Euston, how do companies permanently display accurate and timely information?


Today’s consumers expect real-time, always-on information to be accessible; increasing the pressure on companies to deliver around-the-clock. To meet consumer demands, many businesses – both within transportation and other sectors such as entertainment and retail – are looking to adopt an automated process that tracks their technology assets, alerting them to potential issues before they occur.


Given the high footfall at London Euston station, Virgin Trains chose to implement a Remote Monitoring and Management solution to prevent any downtime impacting its customers. Through Panasonic’s CARES solution (Customer Assurance through Remote Monitoring and Enhanced Service) it connects projectors and displays via a Mobile Virtual Network, which monitors and manages Virgin Trains  system.


Using 3G/4G technology, the system allows the monitoring of real time diagnostics and alarms by Panasonic’s Customer Service team in Cardiff. A dedicated Panasonic engineer can then be arranged to fix an issue before it occurs. For Virgin Trains, the solution can anticipate when lamps and filters need to be changed and deploy an engineer to Euston before there is any loss of the projection – outside of the operating hours of the train service – therefore ensuring an uninterrupted customer experience.


Unleashing the potential

Beyond providing a seamless customer experience, remote monitoring can also improve a business’ bottom line by eliminating the requirement for internal AV support. Meanwhile, visibility of areas where there have been excessive energy costs for example, can both save money and prompt a more environmentally sustainable solution.


As organisations look at ways they can maximise productivity and minimise costs, connected, intelligent technology solutions are likely to be a crucial enabler for the Internet of Things. A connected cloud-based monitoring system can provide real-time updates and trigger automatic alerts and actions, such as remote diagnostics, maintenance requests, and other operational processes. Achieving a more automated process allows businesses to refocus their efforts and resources on finding new ways to improve the lives and experiences of their customers.


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