How a UK national transport provider transformed operational efficiency with MRI Software’s Managed Services offering

Managing more than 90,000 leases, processing £1 billion in annual transactions and generating over £200 million in retail income across multiple portfolios is business as usual for one of the UK’s largest national transport providers. At this scale, operational continuity is critical and so is having the right technology partner.

A long-standing user of MRI Software’s property management solutions, the organisation recently shared their experience at a recent client user forum. Their Head of Digital Services reflected on how MRI’s Managed Services offering helped close critical skills gaps, maintained business continuity, and unlocked strategic capacity within their team.

From resourcing pressures to strategic progress

In 2018, the organisation faced a serious resourcing challenge. While contractors were an option, the knowledge transfer and onboarding costs remained high.

MRI Managed Services offered a more stable and scalable alternative. The IT team needed support with day-to-day operations:

• Daily administration
• Help desk operations
• Second‑line support
• System triage
• Period‑end processes

With deep expertise in the MRI solution, the Managed Services team integrated quickly, ensuring business-as-usual while acting as a seamless extension of the organisation’s IT function.

MRI Managed Services provided the expertise we needed during a challenging period. Their support meant we could complete a major upgrade while keeping day‑to‑day operations running smoothly, on time, and on budget.

-National UK Transport Provider

The Results: Improved performance and a refocused team

The impact was visible within two months. Internal SLA performance improved significantly, particularly in terms of response and resolution times, supported by a dedicated MRI help desk function.

More importantly, internal teams were able to shift away from reactive operational demands.

Freed from the pressures of daily administration, the focus shifted to higher‑value strategic projects, including development of the organisation’s data strategy.

The ability to redeploy our team to strategic work has been the biggest benefit. The trial proved the value quickly and gave us confidence to commit long term.

-National UK Transport Provider

A partnership built on flexibility and confidence

For the organisation, the advantages extended beyond operational support. MRI’s flexible delivery model provided consistency without the disruption and cost of repeated contractor hiring cycles.

MRI’s support model enabled the organisation to:

• Prioritise modernisation and transformation projects
• Avoid the instability and costs of hiring or training contractors
• Maintain steady operational performance
• Gain confidence in long-term planning

What’s Next? Advancing efficiency with AI‑driven lease auditing

The organisation is now piloting MRI’s AI‑powered lease audit services.

Historically, lease accuracy checks were manual, time‑consuming, and inconsistent. With AI automating the process, they expect to:

• Increase coverage and frequency of lease audits
• Improve accuracy
• Uncover revenue leakage
• Optimise operational controls

We’re excited about automating lease reviews with MRI’s AI tools. It’s the next step in driving even greater efficiency.

-National UK Transport Provider