Client case study
WVFRM partnered with V/Line to produce their “Five to Thrive” campaign, a case-study video showcasing how V/Line’s diverse teams work together to deliver reliable, customer-focused regional rail services to Victorians. The film highlights the five key elements of V/Line’s service charter and humanises the people behind their operations.
Client
V/Line
Industry
Public transport
Video type
Campaign film
Deliverables
"Five to Thrive" customer charter film
Project overview
WVFRM partnered with V/Line to bring their “Five to Thrive” Customer Charter to life through cinematic video storytelling. V/Line — as a major regional rail provider servicing communities across Victoria — wanted to move beyond static statements and show the people, processes and purpose behind their promise to passengers.
To do this, we filmed across various V/Line sites, capturing staff at work, behind-the-scenes infrastructure, and everyday operations that keep trains running. Through a mix of documentary-style visuals and interviews with key team members, the video showcases how each of the five core elements of the charter is realised on the ground.
The film serves as a powerful, human-centred narrative — giving passengers and stakeholders a transparent view of what it takes to deliver reliable regional transport. It celebrates the people behind the network, clarifies V/Line’s commitment to quality service, and helps strengthen trust in public transport across communities.
How we approached it
01 / Challenge
V/Line wanted to clearly communicate its commitment to customers via their “Five to Thrive” Customer Charter. They needed a visual, compelling way to show not only what the charter stands for, but how it plays out on the ground, across people, infrastructure and day-to-day operations. Text or words alone wouldn’t capture the scale, teamwork and care behind a state-wide rail service.
02 / Solution
WVFRM produced a comprehensive video capturing teams across multiple V/Line locations, filming staff in action, operations behind the scenes, and the human faces of public transport. We combined on-site footage with interviews of key personnel to showcase how each part of the charter comes to life: from service delivery to safety, reliability, and customer care. The result is a cinematic, documentary-style film that brings V/Line’s promise into vivid reality.
03 / Outcome
The final video provides V/Line with a powerful storytelling asset that communicates their values and operational commitment in a relatable, human way. It helps build trust with passengers and stakeholders, celebrates the people delivering regional rail services, and reinforces V/Line’s identity as a service-driven, community-centred transport provider.
Key results
02
Captured real staff, real infrastructure, and real service delivery, showing the human side of regional public transport
✓
Multiple V/Line locations
03
Delivered a versatile, polished asset suitable for internal comms, stakeholder engagement, marketing and public information
✓
Staff interviews
04
Helped translate corporate-level commitments into tangible, relatable stories for customers and community
✓
Built on the Customer Charter
Stills from the shoot
Planning something similar?
Case study videos start from $3,000 + GST for a half-day production, and most WVFRM projects sit between $5,000 and $15,000 + GST. Your proposal lists every deliverable before anything starts.
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