services

Towards Self Service

Rail, bus and air operators are learning that self service can bring enormous benefits. Modern machines using touch screen technology are becoming widely accepted and conveniently provide features such as multilingual menus.

Additionally e-ticketing had become very popular in the airline environment though this has yet to be applied to surface transport. Not only are there enormous efficiency benefits to be gained, but a properly designed scheme can also reduce queues and provide a more customer friendly service.

To truly reap the benefits of self service, it is also necessary to consider the fare structure: it is unrealistic to expect unfamiliar users to cope with all the nuances of a complex scheme, and at the same time to expect low transaction times and a satisfactory customer experience.

The travelling public has come to appreciate, and indeed expect, a queue free environment. Usually a period of customer acceptance will have to be faced during the implementation of new concepts, but acceptance will never be achieved if the concept was not well designed from the outset.

                         

 

The MSP Solutions Approach

MSP Solutions is able to design ticketing and pricing schemes that maintain a combined focus on business efficiency and customer acceptance.

Where it is not possible to have ticketing systems entirely dependant on automatic machines, MSP Solutions is able to develop schemes that makes best use of both the mechanical and human resource.

Our evaluation of proposed ticketing and pricing schemes bring together a wide range of considerations, including cost and revenue implications, passenger flow, rostering of support staff and the design of menus.

The Benefits to Our Clients

MSP Solutions has experience of working with rail and airline operators. Consequently we are in a position to consider the different disciplines of the different modes and to develop crossover solutions bringing together the best of both sides.

MSP Solutions is able to consider a project not just in engineering terms, but also to evaluate it in terms of its economic and customer service impact.