Salesforce Spotlight: Passenger Transport

To ensure that you get value from this post, I’ll just mention a few industry references, namely:  New Jersey Transit, Delta Airlines and KLM. The latter, KLM, achieved their goal of 24/7 service and 1 hour response time. Delta achieved transparency and cross-company collaboration in their sales work. NJ Transit reduced their response time with an astonishing 57% and increased their sales capacity with 200%. In other words, there are lots of statistics to draw on, but first, let’s get an overview.

The industry’s market

Typically, passenger transport is connected to high volume (in Denmark, the S-trains have about 350.000 passengers on a daily basis – a lot in a 5.5 million population). The core service is operating transport. The core product gets a person from A to B, most often connected to a specific destination. A special category of customers are commuters, i.e. people who use the product to get to and from work. Based on the New Jersey Transit case, I have a thesis about the system environment – namely that it is very fragmented and influenced by legacy systems, given that most transportation companies have been around for a while. This can make a 360 degree overview of customer data and operational messages hard to come by.[...] Read the full blog post over on SogetiLabs.