Improving customer experience significantly enhance profitability and sustainability of any business, including public transport operators. Sector agents call for transport systems and services that not only cover their functional and operational needs, but also provide added value when it comes to improving the passenger experience, enhancing important aspects such as:
- The ease with which travellers can interact with the transport system
- Their engagement through customised services building an emotional connection
- Continuous contact with travellers to ascertain and attend to their needs
- The analysis of information to facilitate business decision-making aimed at improving their experience
Indra's Ticketing System is based on an integrated vision of mobility, with full multimodality, interoperability and universality of access. A living system backed by over 3 decades of experience in major ticketing projects worldwide, driven by a continuos innovation.
A portfolio of solutions aiming to simplify transport use for travellers, offering the possibility to purchase door-to-door mobility packages, Account Based models and select itineraries in a MaaS (Mobility as a Service) context, and use a single travel support or a combination of several of them. All of these , based on the full range of technologies present in the sector, contactless cards, mobile applications with NFC, 2D barcodes (QR, Aztec, etc.), EMV contactless financial cards, and mobile payment services.
The system incorporates all the necessary commercial channels to interact with travellers, providing a holistic solution through a web portal and sales and reservation system, mobile application, vending machines, and customer service offices. It also provides the control equipment required to manage access to the service, i.e. pass-throughs (turnstiles) and onboard validators. The omnichannel system, the careful aesthetic design of the field equipment, and the ergonomics of all the functions implemented by the system, provides a smoothless experience to the travellers along its journey.
In addition to traditional loyalty with the creation of profiles, Indra's portfolio incorporates new paradigms based on anonymous and/or registered passenger accounts, access through open payments based on EMV contactless technology and mobile payment services with support for KFT (Known Fare Transaction) and MTT (Mass Transit Transaction) models, and the possibility of establishing personalised fares and services based on passenger profiles and the use they make of the transport network. With these capabilities, transport operators can build the trusted loyalty programs for travellers who frequently use public transport for their journeys, and attract occasional travellers such as tourists by simplifying their access to these services.
Indra has also developed the Travel Partner concept, a mobile application that, combined with the paradigms mentioned above, allows travellers to purchase travel services, use their mobile device as a travel support via NFC technology and/or 2D barcodes, and receive real-time information about their itinerary.
The Indra´s portfolio also incorporates BI/BA (Business Intelligence/Business Analytics) tools, by which transport operators obtain reports and indicators on how their business are performing and how the future trend looks like, allowing them to make operational decisions in advance in order to establish a framework of actions for continuous improvement.
