Case Study: Railway Company Uses Digital Signage for Instant Updates

Deutsche Bahn is the second largest transportation company in the world and the largest railway operator and infrastructure owner in Europe. Pimcore improves their productivity and CX.

Business Needs

The rising acceptance of modern technologies fuels the need to offer modern services in public services like person transportation. Deutsche Bahn identified this need amongst its customers and revolutionized their service point concept. Pimcore is the software which helps them to redefine how service & information systems will look like in the future. The goal was to summarize data like train departures, delays, and station maps into one system and publish them to different touchpoints and channels used by clients and service agents as well.

Pimcore Solution

Pimcore partner agency Basilicom gathered information from different channels (mostly APIs), developed a sophisticated interface architecture and published the aggregated information to different devices.

Additionally, they added functionalities to navigate through the station, print delay confirmations and provide direct feedback to the customer service department.

The technical foundation Pimcore was chosen because it offers a great way of modeling data, gathering information and presenting the enriched data in a fast and flexible way. Pimcore met the expectations of the client very well. The rapidly prototyped dashboard for service agents provide quick insights and. The self-service terminals can be used directly by the customers.

The aggregation of data from different railway systems into a central master data management system enables numerous new information offers to be derived from the database. The central and thus efficient control of use-case related information can be operated via an employee dashboard and ensures omnichannel delivery of all data to various touchpoints.

Business Results

The interactive screens are designed in such a way that travellers can intuitively navigate through the information on offer and use current travel information, delays, construction site information, tariff overviews, but also car status displays, local area maps and many other applications. With the digital signage solution, an additional communication channel and customer touchpoint has been created that will allow numerous possibilities for real-time omnichannel delivery of relevant content. The system is continuously extended and evolved following an agile delivery approach.

To learn more about this project, please visit Basilicom’s recent Pimcore guest blog where Marc Bohm (product manager) spoke in his own words about this exciting project and its success.

This is just one of many Pimcore solutions of Deutsche Bahn and won the "Solution of the Year" award at Pimcore's partner conference 2017. At the website of our partner Basilicom, you can find many more solutions.