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The Challenge
Arriva had a strong desire to attract and retain passengers by offering them fixed benefits, and that was the beginning of turning the vision of a passenger program into a reality.
For this task, Arriva chose Novicell as a partner and has become the mobile platform PendlerPlus, which offers travelers different benefits of loyalty programs and automatic compensation for train delays. The platform was developed on Sitecore and receives high praise from both travelers and Arriva itself.
The Solution
PendlerPlus is, in short, a loyalty plan that users can subscribe to for free. PendlerPlus provides automatic compensation if Arriva trains don't run as planned, as well as giving you access to several benefits and offers. Among other things, the traveler will have the opportunity to get free coffee, half-price seat tickets on Arriva trains and a monthly voucher in the form of a free traveler's ticket.
Through the PendlerPlus web application, travelers can access useful information, such as membership benefits, punctuality in the last month and the number of free tickets they have available. In addition, the traveler can also redeem their free tickets through PendlerPlus.
Maximized number of users
PendlerPlus has been online for less than a year but the number of users is growing satisfactorily
Sitecore
Arriva and Novicell have a long-standing collaboration in the development and maintenance of Sitecore solutions, so, naturally, Sitecore was chosen for PendlerPlus. The application is developed on Sitecore 8.1
Integrations
Integrations have been made to the programming platforms of the Travel Map and Arriva Train applications to ensure that all PendlerPlus data is always up to date.
A universe of controlled benefits
PendlerPlus is launched under the motto “Get more in the hat”. All travelers receive a free monthly ticket and, in addition, a free ticket or tickets if the punctuality in the last month has been less than 97% on similar routes used by travelers.
In order to meet this requirement, PendlerPlus must know if the traveler actually has traveler status and what trips they have taken in the last month. As such, every month all active PendlerPlus accounts are reviewed and the corresponding free tickets are issued. Of course, it is calculated based on data relating to delays on all Arriva lines.
In addition to free tickets, travelers also receive half-price tickets on Arriva trains, a two-month voucher for free access to Mofibo and Viaplay movies and series, and the opportunity to enjoy free coffee on the train ride. Since Denmark is one of the countries that drinks the most coffee in the world, this simple gift has been a great success.
PendlerPlus is easy to use and maintain for Arriva
Everything works with a high degree of automation. In everyday life, the PendlerPlus program is easy for Arriva to use and maintain. Once a month, the timeliness of individual routes is updated and, based on this and on a check of the integrations, status updates are automatically sent using different templates to different types of customers.
UX, UX, UX
A web application should be user-friendly and inviting to visit - PendlerPlus is both. A lot of effort and thought has been put into the user experience (UX), and the web application is easy to interpret and use. Since a large segment of the Danish population travels by train, the web application must be very attractive. Below are some of the screens that travelers find on PendlerPlus