Global
Case Study
A Smart Public Transportation Provider Builds a 360-degree View of Passenger Data to Provide Better Service
The solution offers a state-of-the-art passenger management solution, built on Salesforce, improving the client’s position in the market.
Overview
The client provides innovative solutions for automatic fare collection, transit information, and transit analytics. As one of the world’s largest suppliers of smart public transportation systems, their software technology is deployed in major cities all around the globe, processing over five billion transactions annually.
Challenge
With the growth of new technologies, the client wanted to scale in new types of business—e.g., ride-sharing, bike-sharing, and scooter-sharing—that demanded a collection of passenger data, which was not common in the traditional transit industry. The client was looking to bring a new solution that would allow the passenger data to be collected in a public transit system to build a 360-degree view of passengers and their actions and the complete transit history.
Solution
Ness’s solution provided a single place to view the passenger data, order history, card details, and transit history, loaded on the fly from the public transfer system. It helped manage the smart card with the passenger over a call and enabled the client to have one place for requests raised via phones, chats, and other systems. The solution used a new connector API to simplify callouts to the public transfer system, allowing the passenger data source to switch to the CRM or the original transfer system, with no impact on the existing third-party system. The IVR solution helped verify the caller, check card balance, purchase products, make payments, and transfer the call to an agent. The solution implemented an Integration CRM with an automated fare collection system, interfaced for agents, allowing auto-search of passengers based on the phone numbers in Salesforce. A public portal for agencies enabled the approval of concession applications, and the one for institutions and universities helped manage the orders and cards of their employees and students.
Result
The new system was easy to update and configure based on the needs of the end customers of the client. Ness expanded the existing portfolio with a state-of-the-art passenger management solution, built on the most-used modern CRM system, Salesforce, improving the client’s position in the market. In short, the client can now offer their customers new functionalities, including the IVR solution that will decrease the need to physically visit offices, a solution with a 360-degree view of the passenger, and a centralized management system of all passenger cases. Further, the solution does not impact the existing communication channels between third-party and public transfer systems.
