Technology & Innovation
We are committed to staying ahead of the curve. We are continually looking for ways to develop our use of technology, as well as always seeking new, innovative and efficient ways to improve our service.
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It’s simple – good tech and exciting innovation drives not only sales growth and customer happiness, but also our ability to offer exciting promotions and react quickly to changes, so it’s one of the things we really focus on.
Here are just a few key examples of how technology and innovation has helped our customers:
Successful launch of EPoS
We have more than 20 years’ unique experience and insight in the development and implementation of rail specific inventory, point of sale and reporting systems.
We’ve developed and implemented an end-to-end suite of systems, rg-i, delivering a one stop shop for delivery of all elements of on board customer service and catering.
In conjunction with our provider ECR, we developed RailPoS – a bespoke system to fit the challenges of the on board rail catering operation. RailPoS manages stock levels, stock loss, sales detail, waste levels and a lot more besides.
App ‘At Seat’ Ordering
Our research indicated passengers would prefer a more flexible ‘at-seat’ ordering system to a pre-order option.
Our technical innovation working group identified and mapped the functionality required for successful App ‘At Seat’ ordering, and determined technological function and fulfilment processes to overcome many of the practical barriers to delivery.
The messaging capability of RailPOS creates a short term, quick to market opportunity to pilot / concept test App ‘At Seat’ ordering by pairing an app with EPoS.
This will provide customers with a way to place their orders simply at seat. Our on-board team will receive the order request and fulfil taking payment in card or cash at point of delivery.
This simple and efficient solution will enable testing of customer choice, demand, service delivery, connectivity and provide supporting evidence for the business case for the systems integrated order app outlined previously.
Our app will be promoted at seat and on-board with a range of marketing materials and via announcements assisting us to identify the best channels and placement of the app to engage customers in using the facility.
iCoupon
- When combined with smart ticketing, iCoupon provides a powerful tool for maintaining and improving customer relationships.
- Reward and delight valued customers – Why not treat a top tier First Class customer who boards at a location with no lounge to a complimentary coffee?
- Service Recovery – Something gone wrong? Say sorry by offering a free of charge or heavily discounted product on-board, or from concourse/travel partners at any point in the journey, for any length of time.
- Disruption Management – When a customer’s journey isn’t going to be how they expected, you can pre-empt any disruption by issuing a free hot drink, or a food voucher.
- Marketing Activity – The possibilities are endless… give a little surprise to any defined group in conjunction with the station or other retail partners – free doughnuts for all? Social Media competitions to win instant prizes? Anything is possible…
- When combined with smart ticketing, iCoupon provides a powerful tool for maintaining and improving customer relationships.
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Left on Board, Found on Board
Alongside the innovative new EPoS system we mentioned earlier, RG has launched a new way of working – ‘Left on Board/Found on Board’ buffet operation.
Left on Board/Found on Board does exactly what it says. Stock is left on board the train once service is complete, and then found on board the train when the next host gets on.
The benefits to this include time saving when the train is in station and a reduction in the labour required to move trolleys – meaning a smoother, safer, more efficient service.
