Case Study

Case Study: Amtrak Brings Rail Ticketing Into The 21st Century

Mobile Ticketing Heralds A Cultural Revolution For Amtrak

July 18th, 2013
Martin Gill, VP, Research Director
Martin Gill VP, Research Director
With contributors:
Zia Daniell Wigder , Rebecca Katz

Summary

When Amtrak's senior director of business mobile systems set about bringing the rail ticketing process into the 21st century, he faced a double challenge. He was not only embarking on an ambitious multiyear program to transform Amtrak's customer experience but also doing so in an environment that struggled with innovation and traditionally resisted change. The resulting solution was a mobile-enabled eTicketing system that delivers a modern, flexible, and channel-agnostic customer experience while empowering Amtrak employees to better serve customers. The results are improved customer satisfaction, increased revenues, and a lower cost base — a true agile commerce success story. However, the journey was not simple. This case study outlines the key steps to Amtrak's success.

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