Superior passenger guidance with automated system
Nearly 25 000 passengers use public transport within the Kalmar Region each day. As journeys are handled by various operators, several parties need to cooperate to offer passengers a smooth journey.
- Traffic-and passenger management is handled by two full time staff members at Kalmar Regional Transport. On a normal day, around 30-40 announcements are published in our system and the most common incident is a 10-15 minute delay, says Marco Ottosson, traffic manager at Kalmar Regional Transport.
An early adopter of automated passenger guidance
- We have used Hogia Traveller Information Management System for several years now and we are very satisfied, says Marco. - Using Hogia’s system eliminates manual and time-consuming processes such as entering the same announcement on all screens.
With the help of Hogia we just enter the information once and the system automatically loads it onto all channels. It takes less than a minute to make an announcement through all our channels. The customer gets the information quickly and we save a lot of time, Marco says.
Using standardised templates for announcements
To make the customer feel reliant on traveller information it’s important that the information in the announcements is correct and identical across all channels. Kalmar Regional Transport has produced 15-20 standardised announcement templates, covering the most common incidents. Working with templates ensures the information remains the same across all channels, regardless of the service partner delivering the announcement. As a standard Kalmar Regional Transport always informs customers of de- lays of 10 or more minutes, partly or completely cancelled services, overcrowded services, suspended and moved stops.
Increased customer service
- Customers expect correct and timely information, ideally on-the-fly, says Marco. - Our ability to efficiently deliver the same information to travellers across all our channels; website, smartphone, text messages, screens at the stops and onboard buses, radio and other media, helps us achieve good customer service.
Less pressure on customer support
- Our customer support team use the same system, enabling them to quickly and easily create announcements as and when several customers call in with the same questions. As we make announcements, we notice a large reduction in inbound calls which is proof that the information really reaches the travellers, Marco concludes.
About Kalmar Regional Travel
Kalmar Regional Travel is a department within the Kalmar County council and is responsible for all public transport within the county, including city buses, regional buses, several train lines and service journeys. All transportation is handled by service partners. As the Swedish Transport Administration runs the train lines this is also an important partner. Source: www.klt.se