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Seamless end-to-end journeys as c2c takes ownership of entire ticketing experience

6 September 2016  •  Author: Katie Sadler, Digital Content Producer, European Railway Review

National Express Group and SilverRail have signed a contract which will see the c2c franchise take ownership of its entire ticket retailing experience.

Seamless end-to-end journeys as c2c takes ownership of entire ticketing experience

Rail operator National Express is partnering with SilverRail to help provide a seamless end-to-end journey experience for its customers. Initially, the technology will be implemented across ticketing platforms of the c2c franchise which links the City of London with east London and south Essex.

Multi-channel ticketing issuing system allows c2c to own and control customer touch points

SilverRail will provide a multi-channel ticketing issuing system (TIS) enabling c2c to own and control all customer touch points including, c2c’s website, mobile site, app layers and ticket vending machine interfaces. A first for a UK rail company, the system will allow c2c to take ownership of the entire ticket retailing experience.

The ‘open’ technology will help the train operator understand travel behaviours, provide targeted information and enhanced services, utilising all the channels that their customers want to use. In addition, the platform is designed to work seamlessly with other technology suppliers.

Debbie O’Shea, UK IT Director at National Express said ‘As an industry, UK train companies have traditionally struggled with shifting significant numbers of customers to use their own direct online channels. National Express Group is succeeding in delivering this kind of channel shift in other operating areas within our business, so through our partnership with SilverRail we aim to repeat this success in the rail industry.”

Clare McCaffrey, Commercial Director at c2c said: “We are delighted to be working with SilverRail as part of our customer-focused retail strategy. We know there is a real appetite among many customers to use modern and simpler purchasing methods if they are given the right tools and incentives to do so and, in working with SilverRail, that is exactly what we intend to deliver.”

David Pitt, Head of UK at SilverRail says “We are thrilled to be working with National Express and c2c in a truly collaborative partnership.  Our cross continent experience in rail ticketing and journey search will be available at every level and with c2c’s overwhelming desire to give its customers the best experience all-round, this will prove to be a very exciting association. 

“SilverRail’s ethos is simply to give rail customers what they deserve.  This requires a technical step change and we are delighted to be leading the way alongside c2c and its other chosen partners.”

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