Скачать презентацию Amtrak Customer Service Technology Programs Standing Committee on Скачать презентацию Amtrak Customer Service Technology Programs Standing Committee on

2b76b61b0552c118481014a7535bf7ad.ppt

  • Количество слайдов: 26

Amtrak Customer Service Technology Programs Standing Committee on Rail Transportation 2011 Annual Meeting Charlotte, Amtrak Customer Service Technology Programs Standing Committee on Rail Transportation 2011 Annual Meeting Charlotte, North Carolina September 13, 2011 Emmett Fremaux, VP Marketing & Product Development

Customer Solutions Vision § Amtrak is uniquely positioned to draw on economies of scale Customer Solutions Vision § Amtrak is uniquely positioned to draw on economies of scale and capital resources to build and deploy modern on-board customer service systems § Over the last 5 years, Amtrak has been working to build its systems capabilities to support its partners, passengers, and operating requirements § Our work in this area has been in close collaboration with State Partners, who share the vision of enabling customers and enhancing their experience on-board with the latest new technologies. . . 1

Current Customer Service Technology Deployments Ø i. Phone Customer Application Ø e. Ticketing and Current Customer Service Technology Deployments Ø i. Phone Customer Application Ø e. Ticketing and Conductor Mobile Applications Ø National Wi-Fi Program Ø Integrated POS Food & Beverage System 2

Amtrak’s i. Phone Customer “App” Amtrak’s i. Phone Customer “App”

& status and station details Amtrak for i. Phone §The goal of this application & status and station details Amtrak for i. Phone §The goal of this application is to make booking and managing travel easier while increasing customer satisfaction with the Amtrak experience. §Customers will experience a whole new way to take the train with Amtrak. They get simple and intuitive access to travel information; they can 4

What Customers Can Do Today See all trips booked on the application or through What Customers Can Do Today See all trips booked on the application or through Amtrak. com Purchase One-Way and Roundtrip train tickets Get the latest train status direct from Amtrak’s systems Lookup stations serviced by Amtrak using name, state or location Customers can experience Amtrak in a new way by sharing their trip on Facebook and/or Twitter 5

What Customers Will Be Able To Do In Future Versions Interactive System Map Amtrak What Customers Will Be Able To Do In Future Versions Interactive System Map Amtrak for Android Expanded Station and Route Information Travel documents displayed in the application Full integration with Amtrak Guest Rewards 6

Success To Date Launched on August 9 th § Featured in i. Tunes – Success To Date Launched on August 9 th § Featured in i. Tunes – “New & Noteworthy” – “Free Apps We Like” § Through Sunday 9/11 – Revenue: $311 k – Downloads: 104 k – Free Travel Apps: > Peaked at #3 § Marketing Starts: > In mid-September 4 Star rating in i. Tunes 7

e. Ticketing and Defect Reporting e. Ticketing and Defect Reporting

e. Ticketing Program § Major reservation Overview systems work now complete § e. Ticketing e. Ticketing Program § Major reservation Overview systems work now complete § e. Ticketing is operational on Auto Train, which has gate control, today § Conductor Handheld Device next key step, capitalizing on learnings from CCJPA and NNEPRA work – System in pilot on Downeaster – Planned for pilot on Capitol Corridor in January – Nationwide roll-out planned to start late spring 2012 9

e. Ticketing Solution Aligns with Customer Needs lu s “Lifts” Sales il tr at e. Ticketing Solution Aligns with Customer Needs lu s “Lifts” Sales il tr at iv e 1. Customer: Prints e. Ticket “anywhere” No Ticket Pickup needed at Station 2. Conductor Scans Customer Document or Smartphone 10

Application Example 1. Expected Tickets Preloaded 2. Conductor Scans Barcode 11 Application Example 1. Expected Tickets Preloaded 2. Conductor Scans Barcode 11

Display e. Tickets and Select 3. e. Tickets Matching Barcode Display 4. Conductor Hits Display e. Tickets and Select 3. e. Tickets Matching Barcode Display 4. Conductor Hits “Select All” then “Lift All Selected (5)” 12

Lift e. Tickets – Actual Ridership Counts Updated 5. e. Ticket Lift Confirmation 6. Lift e. Tickets – Actual Ridership Counts Updated 5. e. Ticket Lift Confirmation 6. Actual Ridership Counts Updated 13

Automated Equipment Defect Reporting Conductor Fills in Simple Menu-Driven Form 14 Automated Equipment Defect Reporting Conductor Fills in Simple Menu-Driven Form 14

Equipment Defects Will be Reported in Real Time 15 Equipment Defects Will be Reported in Real Time 15

National Wi-Fi Program National Wi-Fi Program

Wi-Fi Program Overview § Acela Wi-Fi implemented in March 2010 § Eastern and western Wi-Fi Program Overview § Acela Wi-Fi implemented in March 2010 § Eastern and western corridors scheduled for deployment during October – December of 2011 § Mid-west corridors are planned for 2012/13, contingent on funding 17

Wi-Fi Network Overview § 3 G cellular broadband is widely used in the United Wi-Fi Network Overview § 3 G cellular broadband is widely used in the United States and is a proven technology. The quality of service depends on many factors, including: On-Board Net Cellular Net –Tower signal strength –Distance to towers Verizon AT&T 4 G/Wi-MAX Sprint T-Mobile –Topography (Future) –Number of competing users on a given tower §The cellular “backhaul” introduces the primary network capacity bottleneck in 18

National been established, ensuring a common customer Wi-Fi A national standard has experience on National been established, ensuring a common customer Wi-Fi A national standard has experience on every train Program n n Currently expanding to more corridor routes, leading to coverage for 70% of Amtrak’s ridership n 2011 installations are occurring in the Northeast Corridor and California n Equipment is being installed on 621 cars, raising the total to 795 cars Capitol Corridor San Joaquin Pacific Surfliner Amfleet I 19

Wi-Fi Installation Roadmap Currently Installed: Cascades Currently Installed: Acela Express 2011 Progress CA: • Wi-Fi Installation Roadmap Currently Installed: Cascades Currently Installed: Acela Express 2011 Progress CA: • Pacific Surfliner • San Joaquin • Capitol Corridor 2011 Progress NEC: • Northeast Regional • Carolinian • Empire Service • Keystone • New Haven – Springfield Shuttle • Ethan Allen Express • Vermonter Future Installations: • Missouri River Runner • Hiawatha Service • Michigan Service • Illinois Service • Heartland Flyer • Downeaster 2011 Progress South: Auto Train §NEC trains will launch in October, 2011 §California trains are expected to launch in November, 2011 20

Integrated POS Food & Beverage System Integrated POS Food & Beverage System

Point-of-Sale (POS) System § POS is in use Overview Program on board California trains Point-of-Sale (POS) System § POS is in use Overview Program on board California trains today § Warehouse Inventory Management System (WIMS) became operational in June § POS Roll-out on Acela planned for start of October § Integrated solution planned to begin deployment late winter (Q 2 FY 12) 22

Integrated F&B § Management System Point of Sale (POS) – Records on board sales, Integrated F&B § Management System Point of Sale (POS) – Records on board sales, spoilage and temperature monitoring data – Improves customer experience by eliminating paper-intensive LSA processes – Provides data for back-end auditing and reporting § Food & Beverage Management System (FBS) – Provides database to track menu items, maintain product specifications and forecast food production quantities § Warehouse Inventory Management System (WIMS) – Automates commissary inventory ordering and receiving – Tracks the provisioning and return-tostock functions for trains – Provides a perpetual inventory value 23 09/26/2007 NCR Proprietary

POS Benefits §Elimination or automation of 19+ paper forms that today have to be POS Benefits §Elimination or automation of 19+ paper forms that today have to be printed, scanned, processed and stored, eliminating miles of paper daily –Less time spent by OBS employees on paperwork and more time to focus on sales and customer service –Data-driven remittance, reconciliation, and exception reporting –Reduction in the hidden costs of employee job dissatisfaction - high attrition rates, poor job satisfaction among LSAs, and negative impacts 24

State Partners Play Key § Our in Solutions Rolecollaboration with Stateof. Partners greatly advanced State Partners Play Key § Our in Solutions Rolecollaboration with Stateof. Partners greatly advanced the design, development, and delivery all 3 systems § We benefit from working with and committed business Developmentmotivated ideas, and support hands on partners willing to share risk, contribute testing though pilots § States benefit from Amtrak capital investments to support the development and the delivery of a scalable, enterprise solution § Our customers benefit from an enhanced experience – and both States and Amtrak share in the business benefits THANK YOU FOR YOUR ENGAGEMENT AND SUPPORT 25