A new, better digital presence.
About the project
Skånetrafiken's journey moved from a heavily taxed customer service struggling with web and CRM systems that were nearly ten years old to a better digital presence when in 2014 when Star Republic teamed up with CGI to develop a new web solution and new customer management system.
Skånetrafiken needed a comprehensive solution for its customer management to better meet its customers' needs and wishes by making it possible for them to use digital channels.
The scale and complexity of the project required dedicated teams and close collaboration in order to develop the various sub projects including advanced integrations for faster delivery. A key challenge when it came to solving integration issues was to utilize a complex ticket system.
Both the public transport system and customer service are exposed to high loads due to conditions like extreme weather. The solution was built to handle extremely high visitor numbers.
The solution is more than just a new web presence: In close cooperation with Skånetrafiken, Star Republic developed an advanced e-commerce with a primary focus on mobile based on Episerver Commerce and Microsoft CRM. Users create their own customer accounts where they can handle a variety of issues including:
- Buy / load all different types of travel cards
- Complete card charging with an automated monthly charge
- See purchase / charging history
- Block cards / request a replacement
- Apply for compensation in case of delays and get paid immediately
For corporate customers, there are additional features such as invoice handling and employee travel card overview.
Our solution resulted in a completely new way for Skånetrafiken to take care of its customers; meet their needs; and create good customer relations. The number of registered customer accounts increased enormously after the launch as well as the use of e-services especially the auto-charging feature.
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