Prevent Trip Delays with Intangles
Intangles collaborates with Expresso (intercity division of Shuttl), a leading private bus operator in North India, to enhance operational efficiency and customer satisfaction by preventing trip start delays, critical for maintaining customer satisfaction.
Situation
Expresso faced challenges in ensuring on-time trip starts, a critical factor influencing customer ratings and business success in the competitive inter-city bus transport market. Delays in trip starts were identified as a primary cause of poor customer ratings.
Solution
Intangles implemented a real-time incidents dashboard for Expresso, which provided advanced alerts on potential delays. This system allowed for proactive management of trip schedules by monitoring buses an hour before departure, ensuring they left parking lots on time and reached pick-up points without delays.
Success
The new system enabled Expresso to reduce late start times by 50%. It provided the operations team with tools to anticipate delays and address them before affecting the trip schedule, thereby improving on-time performance.
Outcome
The enhanced scheduling reliability led to better customer ratings and greater customer satisfaction, resulting in increased customer retention. Expresso now benefits from a more empowered team capable of making informed, data-driven decisions, significantly improving their operational workflow and customer service standards.
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