Challenge
The Swedish Transport Administration Through the Digital Customer Dialogue project, the ferry company wanted to establish a modern and uniform management of customer information. To meet increased expectations and strengthen both service and internal efficiency, a more coherent and user-friendly information flow was required. The aim was to create clearer expectations for travellers about what traffic information is provided, how it is communicated and what content it includes.
Solution
Rely IT developed a complete and future-proof communication platform that collects, quality assures and distributes all traffic information in real time. The solution consists of several interacting components that together create a holistic experience - both for travellers and staff.
Key components:
- Traveller app A modern app with timetables, real-time information, notifications in case of disruptions and full support for call rides. Passengers get fast, relevant and clear information - directly on their mobiles.
- Improved service for call centres In the past, travellers had to call in their invitations. With the new digital solution, confirmed journeys are visible directly in the Traveller App, creating transparency and increased security for customers.
- Staff app An efficient solution that makes it easy for staff to confirm calls, which immediately updates all channels. The new management has halved the number of calls to staff and significantly improved the working environment.
- Automated SMS service An updated system for sending out disruption information that reaches travellers quickly and reliably.
- Central database and REST API Ensures that all information is up-to-date, consistent and usable by all systems - internal and external.
- Modernised Timetable Admin An improved management tool that streamlines the planning and updating of timetables for each ferry route.
The system is built to provide a robust, scalable and sustainable solution.
Outcome
The new platform provides Trafikverket Färjerederiet with a modern, reliable and customer-oriented communication solution.
For travellers, this means:
- Clear, accurate and up-to-date information in all channels
- A more predictable and safe journey
- Increased availability of call centres
For business, this means:
- More efficient workflows and reduced manual handling
- A single source of information that minimises errors and discrepancies
- A harmonised approach on all ferry routes
- Significantly reduced phone load and improved working environment for staff
The dense system integrations allows the whole organisation to work from a single view of the situation - in real time. The result is a stronger customer experience and a more robust organisation that is well equipped for the demands of the future.
