We have launched an innovative new product which is set to help train operating companies (TOCs) optimise their performance in the pivotal area of customer experience.
The new Application Programming Interface (API) for our acclaimed JourneyCheck Alerts system is a future-proofed system which for the first time allows TOCs to take control of the user experience and truly own the connection with their passengers.
This will prove vital for TOCs seeking to optimise their management of customer relationships via mobile devices, apps and ticketing engines, as the passenger sign-up process is controlled direct by the TOC through these interfaces. The API is the only service of its kind to offer this level of compatibility with TOCs’ own technologies.
Real time alerts on service delays, cancellations, alterations and reinstatements are delivered to passengers via email or SMS, with a push notification service set to be added in the near future. Twitter represents another option, while alerts can be delivered to all ticket holders via their chosen medium, if required.
Up until now, the JourneyCheck service has been purely website-based but we have acknowledged the need for TOCs to have greater ownership of customer relationships and to be seen to be supplying this information direct to their passengers.
With customer experience a key performance indicator (KPI) for TOCs in their contracts, any action they can take to manage and supply information direct will be a boon to them – and the API gives them the additional bonus of being able to sign up new customers and manage existing relationships via whatever interfaces the TOCs have available, now and in the future.