Passengers with the ferry operator Red Funnel Ferries are now able to keep track of both ferries and connecting bus services via one single information system. The solution, which is developed by the Swedish IT company Hogia, provides passengers with consistent multi-modal travel information in real-time, thereby making their everyday life easier, even during times of service deviation and disruption.
Red Funnel Ferries carries over 3.3 million passengers per year on its routes between Southampton and the Isle of Wight. The ferry operator is a long-time customer of Hogia. Since 2014, the Swedish IT company has helped Red Funnel to distribute timely and reliable travel information regarding ferry services to its passengers. Now Hogia is supporting Red Funnel further in improving their customer services by extending the solution to also include the connecting bus services. Passengers can now benefit from correct, consistent and harmonised multi-modal travel information covering their needs before, during and after their journey. Connecting bus services and other relevant journey information can now be made available on electronic display screens at the terminals, on websites, via social media and SMS.
The Hogia solution enables a single member of the customer contact centre team to distribute consistent information to all distribution channels with just a few clicks of the mouse, including text messages and emails to customers who are affected directly by service changes due to deviations and disruptions to services. It is also possible to distribute the same information internally to operational staff, embellished with additional operational information, for internal consumption only, ensuring that Red Funnel staff are as well informed as their passengers, and briefed with the next steps to be taken in the event of any type of service deviation.
“The ability to capitalise on our investment in Hogia’s products, and continuously add value by integrating additional applications, is unique. Our next step is to integrate real-time train departures as well”, says Jonathan Green, Marketing and Communications Director at Red Funnel Ferries.
“We are happy to be able to help Red Funnel in making travel by public transport as easy and attractive as possible. A vital part of an integrated public transport service is a co-ordinated information exchange between transport modes. The passenger experience should be one of a seamless journey, regardless of how many modes of transport are used”, says Gary Umpleby of Hogia Transport Systems Limited in the UK.