Digitalization AND QUALITY OF SERVICE
Technology applied to the railway's CRM is the way to build a direct relationship with the passenger and help to segment the needs of every single rail passenger. In the case of travel disruption, this will be the way to share instant information with travelers.
How can big data increase passenger satisfaction?
At the same time, a service-oriented IT platform, where all the railway's subsystems are linked, can increase rail passenger satisfaction. And big data is the technology that glues railways subsystems. For example, through the use of big data railways can:
Match onboard staff to passengers’ nationality so they can serve the customer in their own language.
- Avoid crowded stations, as it can notify passengers in case of travel disruption.
Digitalization can also apply to the trains maintenance. In the near future, the 5G arrival will benefit the Machine-to-Machine (M2M) Communications. Having real-time data analysis on the trains' performance will increase the reliability of the services, and this translates into better customer service.
Lastly, digitalization is also linked to the revenue management. Flexible technology solutions can help to offer the right price for every single customer.
As a conclusion, digitalization is key to deliver better quality and a more reliable service. Railways have now the possibility to answer the needs of today's travelers. Learn how open source technology can lead to greater quality and customer satisfaction. Download now our whitepaper: Open Source Systems.