National Rail Enquiries

Guiding passengers through disruption with Zipabout Connect

Project overview

Working with the Rail Delivery Group to achieve their objective of providing passengers with better guidance through severe disruption, we have deployed the Zipabout Connect platform nationwide on National Rail Enquiries (web and mobile).

In a global first for the transport industry, Zipabout Connect now enables National Rail Enquiries to deliver targeted, fully personalised journey information and disruption support directly to passengers through Messenger in real-time, establishing a unique two-way channel of communication with the customer.  

Passenger communications are delivered through a full journey information interface on Messenger and adhere to a GDPR-compliant ‘Keep Me Updated’ opt-in model developed in partnership with the Department of Transport. Underpinned by the Zipabout transport data platform and its powerful door-to-door routing engine, Connect gives National Rail Enquiries the technological capability to keep passengers informed of disruption for both regular commutes and one-off trips, and provide re-routing alternatives where available.

The Connect platform also gathers unique behavioural and demand data from passenger interaction, delivering unrivalled business intelligence and genuine passenger insight.

Results

Our unique personalisation technology ensures that each passenger receives the right information about their individual journey at exactly the right time. It significantly improves the customer experience, putting the passenger in control of their journey and enabling them to travel seamlessly across the UK rail network. The passenger data gathered through Connect and delivered through bespoke analytical tools allows operators to better understand the railway, predict and manage demand, and create more accurate models for future investment and development.

 

Zipabout is a transportation, information and communications platform and an Amazon Web Services APN Select Technology Partner. The Rail Delivery Group is a body which brings together the companies that run Britain’s Railways.