LONDON, Dec. 17, 2014 /PRNewswire/ -- IBM (NYSE:
IBM) and National Express Group plc today announce a series of
cloud-based innovations transforming the global transport operator
by improving operational performance and customer experience. To
stay ahead of competition and help anticipate travelers' needs,
National Express's rail franchise c2c is using the latest mobile
technology to provide real-time travel planning, and data analytics
to enable better business decision-making.
With the increase in use of mobile devices customers now expect
accurate, real-time information and updates on the move. To satisfy
customer expectations IBM and c2c devised customer experience
innovations built on the IBM Cloud
by IBM Interactive Experience which
include:
- A new style of real-time mobile app for customers to easily
plan their trip door to door by postcode. Customers can track
specific trains, and even check if there is a coffee shop and other
services available in stations. Regular disruption alerts will also
be provided so customers are kept updated while on the move.
- Up-to-date information will be available to on-platform staff
equipped with mobile devices to provide real time information
to customers on train schedules and status.
- An 'automatic delay repay' application that will calculate
delays up to the minute and automatically repay compensation owed
to smart card holders each month. Expected delivery is by the end
of 2015.
- Dashboards that enable staff to drill down into key performance
indicator data including travel revenue, cancellations and delays,
complaints, employee data, and customer and employee safety data –
to derive valuable insights and situational awareness, often in
real time. Using the IBM Cloud c2c will be able to analyze high
volumes of previously fragmented information from external and
internal sources.
"Our work with IBM provides the foundation for our plans to
transform the experience of passengers when they travel with c2c,"
said Ruth Harrison-Wood, Commercial
Director for c2c. "We knew intelligence could be driven from the
high volumes of operational and customer data we generate daily.
IBM has helped us get a holistic view of operations that will allow
us to improve customer satisfaction in multiple areas, including
delivering a first in UK rail with national postcode-to-postcode
journey planning."
Using data from the Internet of Things, IBM has integrated
information from sensors, known as 'timing points', along the
tracks to pinpoint a train's location and provide exact punctuality
information in real time. This data has been correlated with
timetable information to enable punctuality reports based on
station-to-station and full journey estimates.
"Detailed, personal punctuality reports for each passenger are
just one way that real time, accurate data will help improve the
customer experience," explains Mike
Tansey, Executive, Travel & Transport, IBM. "This deal
is a game changer in the rail industry as it represents fully
integrated software-as-a-service solution that delivers insight,
speed and agility for National Express."
The solution is delivered via the IBM
Intelligent Operations Centre, (IOC) a data management and
analytics platform built on the IBM Cloud. Using a SaaS delivery
model for the solution enables National Express to integrate data
from multiple data sources across the company. The software can be
rapidly deployed to deliver up information from sensors and devices
and provide analytics used by the new apps.
"The cloud model enables us to work on a subscription basis,
allowing us to expand as needs change, so improvements can be
built-in quickly and cost-effectively," concluded Ruth Harrison-Wood.
National Express is working with IBM Interactive Experience, a
consultancy and systems integrator ranked the world's number one
digital agency by revenue by Advertising Age, to improve customer
engagement by using data analytics to deliver relevant,
personalized brand experiences. The apps are built using the
IBM MobileFirst Platform, which includes a complete range of tools
for developers to create, deploy, manage and secure mobile apps,
on-premise or in the cloud, and is fully integrated with the
IOC.
c2c selected IBM, and solutions implemented on the IBM Cloud and
built by IBM Interactive Experience following a competitive
bid.
Notes to editors
The National Express Group is a
leading transport provider delivering services in the UK,
North America, Spain, Morocco and Germany, with over 800 million journeys made
on their buses, trains, light rail services and coaches each
year.
IBM has committed $1.2 billion to expand its global cloud center
network, including a new center in London opened earlier this
year.
About c2c
c2c is the award-winning train operator
running services between London Fenchurch Street and Shoeburyness,
serving 26 stations in East London
and South Essex. c2c is delivering
the best performance in the UK rail industry, holding the UK
records for punctuality by a franchised train operator. c2c was
named London's best commuter
operator in Which? magazine's survey of rail companies.
About IBM Cloud Computing
IBM is the global leader in
open enterprise cloud enabling secure data and infrastructure
integration in the cloud. For more information about cloud
offerings from IBM, visit http://www.ibm.com/cloud. Follow us on
Twitter at @IBMcloud and on our blog at www.thoughtsoncloud.com.
Join the conversation #ibmcloud.
Media Contact:
Nicholas
Smith
IBM Media Relations
212-671-9653
nssmith@us.ibm.com
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SOURCE IBM