Full steam ahead for commuters
According to the popular song, “Everywhere you go, you always take the weather.” For ferry passengers, that’s always been a major frustration.
Delays and cancellations cost commuters (and their employers) thousands of dollars every year. And for Fullers, the cost of sending text notifications to inconvenienced customers was setting them back a whopping $100 000 per annum.
Black Software saw two areas where smart technology could improve the Fullers customer experience and slash operating costs: Ticketing and Customer Notification.
MyFerry is a user-friendly mobile App designed for Android and Apple smartphones. It enables customers to book and pay for their passage using their phones, eliminating the hassle of queuing (to say nothing of lost tickets). For Fullers, it saves on printing costs and staff hire.
Where MyFerry really comes into its own is in alerting commuters to any potential hiccups on their daily commute. Instant push notifications not only forewarn customers – allowing them to reschedule accordingly – they can even be personalized according to the individual’s route/s.
Since launching MyFerry, Fullers has been able to crush the costs of customer notifications to just $5 000 per year - a 95% saving! No less significant, their shift from reactive to proactive customer care has boosted satisfaction levels immeasurably for both parties.