Introduction
As Network Rail places increasing emphasis on communication standards across the railway, contractors are under growing pressure to ensure that safety-critical conversations are not only conducted correctly, but recorded, reviewed, and understood.
For CPMS, this meant addressing a long-standing gap in visibility around mobile communications — and finding a solution that could be implemented quickly, without disrupting operations.
The Challenge: Meeting Rising Standards Without Practical Tools
Recording safety-critical communications is not new to rail — but the expectations around it are evolving.
CPMS had already experienced the impact of increased scrutiny.
“We had actually fallen foul of audits where the calls weren’t to the required standard.”
Without access to their own call records, the team relied on Network Rail data to review incidents. This created delays in investigations and limited their ability to respond proactively.
At the same time, alternative solutions presented practical barriers:
- Required new handsets and contracts
- Introduced complex systems for reviewing calls
- Added operational overhead without clear benefit
“Everything just looked complicated… it didn’t look easy to set up.”
CPMS needed a solution that worked within the realities of trackside operations — not one that added further friction.
Why PiPcall: A Practical, Straightforward Approach
PiPcall was introduced through a peer recommendation and quickly stood apart.
“It was the best explained system I had seen… everything just looked straightforward.”
Unlike other options, PiPcall required:
- No new handsets
- No separate mobile contracts
- No complex infrastructure changes
Instead, it operates through an app on existing devices, with calls recorded automatically and accessible via a central portal.
This simplicity was critical in enabling adoption across a workforce with varying levels of technical familiarity.
How It Works in Practice
Safety-critical staff now make calls through the PiPcall app as part of their normal workflow.
Calls are:
- Automatically recorded at carrier-grade quality
- Securely stored
- Available for review the following day
The system integrates naturally into existing processes, allowing operations managers to review communications alongside end-of-shift reports and other operational data.
The Impact: From Limited Visibility to Operational Control
The most significant change for CPMS has been the ability to access and act on communication data independently.
“It gives us as close to real-time as possible to start our own investigations.”
This shift has enabled:
- Immediate access to call records without waiting for third-party data
- Faster, more informed investigations
- Greater accountability across teams
- Increased confidence in operational decision-making
The presence of recording has also reinforced communication discipline on site.
“It just enforces that staff are doing their roles to a high standard at all times.”
In an environment where communication breakdowns are a known risk factor, this consistency is critical.
Adoption and Support
Despite initial concerns about introducing new technology, implementation proved straightforward.
“I can’t really fault the service… everything’s been positive.”
Onboarding required minimal effort, with most users able to adopt the system quickly. Where issues arose, they were addressed promptly by PiPcall’s support team.
As one team member noted, the absence of complaints was itself a sign of success:
“If you don’t hear anything back, everything’s all good.”
Looking Ahead: From Recording to Insight
With call recording now embedded, CPMS is exploring the next step: analysing communications at scale.
PiPcall’s SCART platform introduces AI-powered assessment, enabling:
- Automated scoring of calls
- Identification of communication risks
- Early detection of patterns and issues
- Targeted coaching and continuous improvement
“If it can highlight poor calls… that’s a big benefit and saves a lot of time.”
For a team managing high volumes of safety-critical activity, the ability to focus attention where it matters most represents a significant operational advantage.
Conclusion
For CPMS, the value of PiPcall lies in its practicality.
It delivers:
- A simple path to compliance
- Immediate visibility of safety-critical communications
- A foundation for continuous improvement
“It’s not as difficult as you think… it just works.”
As the industry moves toward stricter communication standards, solutions that combine ease of use with meaningful insight will play a critical role in supporting safer, more consistent operations.
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