RailSmart IMS

Keep track of incidents, faults, stranded trains and more

Ensure everyone is updated at the push of a button

Book a demo
Down Arrow Icon

Information management and incident reporting. All in one place.

A Single Point

A single point of truth for information management

RailSmart IMS displays a live feed of various incidents, faults and stranded trains across the network, and allows users to easily create, update and edit this data. Several built-in communications systems allow users to update relevant parties and suppliers on relevant issues with one click.

Reporting simplicity to support lessons learned

Understanding  and reporting the causes and impacts of an incident and how and when various communications happened, especially those involving passengers, should not require pulling of data from a range of systems.  With IMS it doesn’t – everything can be exported to a PDF in chronological order to help review incident and communications management as a part of learning for the future.

Manage Cancellations

Manage cancellations and delays

The Location Service Gaps page details any service gaps caused by delays or cancellations within the current 24-hour period with colour coding for cancellation or delay type.

Keep track of high priority trains

Some trains merit special focus, such as those with a large school party travelling onboard.  Any delays to such services are shown on the Priority Trains page and any delays will be automatically notified to IMS users.

High Priority

​Winner at the National Rail Awards 2023

This product has been industry wide acknowledged through its collaboration with Southeastern Railway, after the train operating company secured the coveted ‘Customer Service Excellence’ prize at the National Rail Awards.

Click here to read more.

Watch!  See how IMS is used by Southeastern Railways

Listen to John Till, Head of Information Delivery at Southeastern Railway as he shows how IMS is used to track incidents, manage information, streamline communications and produce reports in one click.

Southeastern Trains

RailSmart Information Management System (IMS) Features

Dashboard View

Dashboard view

Clear, data driven colour coding presents users with an ‘at-a-glance’ view of key information.

Mobile Ready

One click reports

A single click produces a detailed information and communication summary PDF for sharing.


Targeted messages

Embedded communications tools allow for targeted messaging to defined user groups.


Searchable tables​

Finding data in table lists is simple with powerful filter, sorting and toggle tools to help.

Location Data

Location data

Faults and incidents can all be linked to network locations (e.g. stations) to analysis by location.

Managed Changes

Stranded trains

Declare stranded trains to manage this high priority incident type – with colour coding to show delay times.

CIS Faults

CIS faults

Keep track of CIS faults and communicated directly with locations and system suppliers.

Service Gaps

Service gaps

Ensure everyone understands the impact of cancellations and delays with a visual overview.


Daily log

A shift rota and all relevant incidents and communication logs for the selected date.

Held Services

Held services

Automatically pulls in services which are currently held at, or between stations.

Social Media

Social media

Store and timestamp messages pushed to customers via social media for a complete record.

Hash Tags


Record and use agreed hashtags for incident communications to help customers find updates.

Some of our customers

We’re one of the leading customer experience solutions providers working with passenger operators, freight operators and suppliers to the rail industry, large and small, from across the UK and beyond.

Ready to work with us? You’re in good company.