Acquia DAM
Case Studies
Digital Transformation of Arriva Bus: A Seamless Customer Experience
Overview
Digital Transformation of Arriva Bus: A Seamless Customer ExperienceAcquia DAM |
Analytics & Modeling - Real Time Analytics Platform as a Service (PaaS) - Application Development Platforms | |
Automotive Retail | |
Procurement Sales & Marketing | |
Public Transportation Management Retail Store Automation | |
Cloud Planning, Design & Implementation Services System Integration | |
Operational Impact
The new platform went live in August 2020 and achieved immediate, tangible results. Despite the pandemic, the solution has continued to grow its user base, with total users now over 2.6 million per month as of July 2021 and revenues up 32% year-over-year. The new platform is positioned to be a leading transport retail and marketing platform, lending itself not just to bus but to trains and multi-modal journeys. Arriva intends to determine how this capability, built on Acquia, can be leveraged in other countries across Europe. The digital transformation has also improved operational efficiency, increased brand engagement and profitability, and provided better customer insight. By moving from cash to digital purchasing, AUKB has gained a better understanding of users' traveling habits, enabling them to cross-sell and upsell travelers better tickets for their journeys. It has also reduced bus queues, improved the driver experience, and allowed the business to understand how different routes were patronized. For the first time, it has been able to optimize timetables and fleets based on insight and data. | |
Quantitative Benefit
Revenues reached seven figures. | |
User visits totaled over 1 million by the second month. | |
Total users reach over 2.6 million per month. | |