The challenge
According to Dr. Carlos Oliveira, General Manager of RNE - Rede Nacional de Expressos "in order to ensure a service of increasing quality and convenience to our customers, we have been investing in the technological modernization of our services, with a focus on the management of our ticketing system. To this end, we have moved towards integrating various contact channels with customers so that we can offer a more efficient, faster and more accessible travel booking and purchase service, in line with the growing demand for online services. At the same time, we sought technological support for our services, capable of keeping up with the evolution of our operations."
The solution implemented
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Network infrastructure at fibre ; infrastructure management: networking and information systems
- virtualisation in the Cloud of MEO Empresas: Contact Center, institutional website and ticketing platform|online sales of RNE: website, mobile application myRNE
- Connectivity and management of the data center services that support RNE's website and online sales platform
- Messaging services text Express and PromoSpot.
- MEO Wallet as a payment gateway
The results achieved
Dr. Carlos Oliveira says that "by digitizing the entire ticket purchasing and booking process, supported by an integrated online platform with greater capacity and redundancy, we have been able to streamline and simplify the entire booking management process, speed up purchasing processes, optimise resources and improve the services we provide to our customers customers.
We have an online ticketing platform, hosted in a cloud environment, which is integrated with our core and physical ticketing systems, allowing us to simplify and streamline all the interaction processes - reservations, information, travel bookings/debookings - that our customers carry out in a simple and convenient way, from our website, mobile app or through our Contact Center.
We also ensure more efficient management control, as data on customers, demand and sales is accessible in real time.
As the platform is in the cloud, we don't have to worry about managing and maintaining the technologies and we can scale the online resources easily, via an online portal, according to the evolution of our operations. We can thus evolve our operations, ensuring that we always have the technological resources we need. At the same time, we can ensure centralised management of sales processes and always have integrated and up-to-date management information, which allows us to carry out rigorous management control, with an impact on the company's productivity.
We also use the text Express and PromoSpot services to monitor market developments in real time, issue digital tickets and launch georeferenced campaigns. We can develop specific campaigns for referenced geographical areas and learn more about market demand. In this way, we can plan our fleet's circuits/itineraries and time periods more accurately and quickly scale the fleet to meet demand, based on real-time information. In this way, we are better able to respond to fluctuations and seasonal peaks in demand for services.
Dr. Carlos Oliveira also stresses that "the volume of interactions with our customers through the website, the contact center and the mobile app has grown exponentially and we feel a strong improvement in service efficiency. In addition, we have all the information on our customers integrated and accessible, and we can get to know the market based on accurate and up-to-date information, which allows us to quickly tailor services to preferences and the type of demand, and plan routes and resource needs - vehicles - according to changing levels of demand. In this way, we can provide a higher quality service to our customerscustomers," he concludes.
Main benefits
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Dematerialization of services with reduced operating costs
- Integration of all market interaction platforms
- Streamlining and simplifying operational processes
- Sizing resources in line with business needs
- No investment and maintenance of infrastructure and own resources
- Efficient management control