Improved customer experience on long-distance trains
Providing reliable and timely information is crucial for rail travelers. The client tasked valantic with supporting the marketing sub-project management to enhance the provision of this information. As a result, digital information products were developed, and IT systems were connected. These efforts led to a significant improvement in the customer experience on long-distance trains.
Challenge
Achieving a reliable flow of information for rail passengers required the development of digital information products and their intelligent integration with IT systems.
Consulting approach
Service and quality monitoring – along with KPI tracking and the elimination of inaccurate information – contributed to a significantly enhanced passenger experience.
Client benefits and solution
Collaboration between various departments, combined with extensive testing and customer feedback, led to a substantial improvement in the quality of passenger information.
The Challenge in Detail:
Reliable and timely information is essential for rail travelers to reach their destinations comfortably. In many cases, just a few minutes determine whether a connecting train can be caught. valantic has enhanced onboard information by defining digital information products and intelligently integrating diverse, distributed IT systems.
Solution & Results in Detail:
The initial step involved monitoring the service and quality of passenger information, with a strong focus on the expected customer experience. From this, KPIs for service and quality management were derived. Finally, faulty information was eliminated in accordance with the agreed KPIs, achieved through measures such as cross-departmental collaboration.
Solution and Client Benefits:
The shared objective of quality control fostered efficient collaboration between key departments, including marketing, IT, and production. Through the use of testing, customer feedback, and insights gained from ramp-up and regular operations, significant improvements were made to the quality of passenger information.
Tiemo von Hinckeldey
Partner
valantic Division Digital Strategy & Analytics