Upload
amadeus-rail
View
415
Download
0
Tags:
Embed Size (px)
DESCRIPTION
Automating rail sell through different sales channels helps put the customer first. This presentation shows how important it is to increase customer loyalty by making booking rail easier and less complex - but also integrating into the travel ecosystem.
Citation preview
Putting the customer firstThomas Drexler, Global Head of Amadeus Rail
Content
Customer first!
Rail 2020
Challenges facing rail distribution
Integrating rail into the travel ecosystem
Travel - putting the customer first
Traveller is more informed, the digital era
More competitive or co-opetitive day by day
More demand for cooperation (total trip experience and door to door)
Make complexity simple, less is more
Travel is the biggest industry in the world Employs +260 million people, Contributes +$6
trillion to the Global Economy (9% over total Global GDP)
Customer centric
processes
Round the clock
support
Easy to find you
Keep customers
loyal
Making the
customers life easy
Customer centric?
It’s all about the EXPERIENCE
In the last century, the only major changes in the rail industry are train related
1800’s Today
Steam locomotive
Fuellocomotive
Electriclocomotive
High Speedlocomotive
More COMFORT & better SECURITY…
6
Rail Journey
2020
Comprehensive picture of Europe’s passenger rail market
Evaluation of major rail segments
Identification of key trends critical to the success of rail
Spotting new business opportunities for railways
Rail 2020… and beyond!
7
20 European countries
incl. incoming/outgoing traffic
95% of the European passenger rail market
High speed rail (>200km/h)
Long distance rail (>100km)
Short distance (no metropolitan, light rail)
3 segments used in the study
9
passengers transportedin 2011
10.2 billion
609 billion
passenger kilometers
The European rail market today
11% of pax = 1.12 billion pax
Long distance passengers
29% High speed=320 mio. pax
6% Cross-border
=66 mio. pax
10
-30%
-27%
-14%
UkrainePoland
Russia
Belgium
United Kingdom
GermanySweden
Switzerland
+53%
+41%
+54%
+44%
+54%
Total growth in passenger numbers since 2000
These countries’ passenger number is growing again since 2011
Six key trends
shaping the future
of rail:
• Liberalisation
• New market entrants
• Completion of new high-
speed lines
• Multimodal hubs
• Air-rail and rail-rail
cooperation
• Airport Congestion &
rising Oil price
To download the report, please visit www.amadeusrail.net/research
Rail tomorrow - a “customer-centric” offer Before the trip During the trip After the trip
When purchasing When traveling When exiting
Greater choice in product selection
Customised purchase Advanced search Service catalogue Multi-channel
Penetration of mobile Real-time travelling
information Geo-location Customised experience
Multi-touch point experience
Customer care Membership program Customer profiling
Services
Implementing a customer centric process
Offer and Time Table Simulation
Customer Relationship Management
Time table information
Allocation of personnel and vehicles
Price and Yield Planning
CRM Strategy
Reservation/Inventory
Planning of Maintenance
Timetable and service plan generation (train manifest)
Payment Services
Complaint Management
Procurement
Finance, controlling, HR
Finance/ Controlling
IT delivery
Sales Strategy and Planning
Marketing and Campaign Planning
customers
Train ride and monitoring
Train path request
offering and capacities
Services on board
IT strategy
Business Development
Human Resources
resources
Account ManagementProduct and Service Development/ Creation
Market Research
Traveller Information
Customer segmentation Personnel Planning
Maintenance
Revenue Accounting, Rating & Billing, Settlement
Ticketing
Train provisionning
Plan
ning
Exec
ution
Cont
rol
Customer service conceptsPersonnel and Vehicle Resource Planning
Network and Capacity Management
Offer Generation
Customer RelationshipSales Production/
OperationSupportingFunctions
Price and Yield Management
products, prices, allotments
Master Data
Management Information System
RevenueManagement O
n Bo
ard
TVM
Inte
rnet
Pers
. Sal
e di
rect
Pers
. Sal
e in
dire
ct
Automating customer centricity
Passenger information across all sales channels
Single source data, including fares and pricing, through a modular approach
Managing the revenue by having the right price, at the right time, to the right customer
Integrating rail into the passengers travel ecosystem Not just as a
single/return journey
Manage more efficiently and focus on core business
Integrating rail into the travel ecosystem
15
Four converging macro trends pushing for seamless intermodal transport
16
Political
• 4th Railway package
• Enablers for Intermodality
• TAP TSI
New technologies
• Open platforms
• Mobile payment & ticketing
Changing patterns
• Collaboration amongst transport operators – multi-modal• “Thinking Green”
Consumers
• Travelers demand more choices and transparency
A standard way to sell railincreases demand and visibility
Travel Agent air/rail sell
17
SBT air/rail sell
Travel Agent rail sell
How to bring in new business…
Implement a customer centric process…
Make more revenue from existing or new routes by increasing reach and yield
Specialists/expertise to help improve revenue and loyalty tie up the costs and reduce manual
intervention MORE TIME TO FOCUS ON YOUR CUSTOMER
18
© 2
012
Amad
eus
IT G
roup
SA
Alexandra to re-do image for Follow us: only keep Twitter and LinkedIn. We should probably add the website:
amadeusrail.net
http://www.amadeusrail.net/research
Rail report