One incident, two scenarios
Ticket inspection on the train is something we are all familiar with. If a passenger doesn’t have a ticket on them, an unpleasant procedure begins that involves significant time and effort on the part of the conductor and the transport company. Let’s consider a specific example. Passenger Bob actually has a job ticket, which he uses to commute to work every day. However, today he has forgotten his wallet including his job ticket and ID. There are now two scenarios for him and the conductor: one is time-consuming, the other is efficient. Which would you choose?
If Bob is unable to present ID, a standardized process will be initiated. The conductor has to involve the police. The police notes down his personal details and checks his name and address. This procedure takes up the conductor’s time, allowing other passengers without a ticket to continue to travel undetected. The incident also involves a lot of additional work; internal processing in the transport company alone can take up to 48 hours.
Bob has to present his job ticket retroactively. But he misses the opening hours of the service desk and eventually forgets the entire matter. The transport company now has to deal with receivable managment and Bob ultimately needs to pay dunning fees in addition to the increased passenger fare.
The procedure is much faster with the automated processes of TicketCheck, an integrated financial service platform by Arvato Financial Solutions. With this approach, the conductor can check Bob’s address against extensive databases, all in compliance with data protection regulations. In a matter of seconds, the conductor receives confirmation that Bob’s information is correct. Bob then receives his increased fare ticket. His case is recorded in the system in just a few minutes. As soon as Bob has his job ticket to hand again, he can take a photo and upload it to the customer portal. He meets the deadline, can reduce his increased fare ticket and pay it directly online. And all this is possible without an inconvenient trip to the service desk.
For me it’s clear which scenario is more pleasant and above all more efficient for the passenger, conductor and the transport company.