Chiltern Class 168 DMU

UK: Arriva UK Trains has formed a strategic partnership with Nagarro to further develop its Arriva Customer Engine digital ticket retailing and real-time information platform.

ACE launched at Arriva’s Chiltern Railways business five years ago and according to the company is now ‘a feature-rich, mature platform’ with more than a million users a month at train operators Chiltern and Grand Central as well as its UK bus business. The percentage of customers using the app has increased from 10% to 45%, and it has seen a ‘surge’ in people checking journey information at home or on the move.

Arriva now has ambitions to develop the wholly-owned ACE as ‘an industry-leading digital platform with an even better user experience’ and wider adoption.

‘The digital revolution is changing the way people consume travel and we have a shelf-ready solution which we can now scale up in partnership with Nagarro’, said Neil Shah, IT & Digital Director at Arriva UK Trains on March 7. ‘We look forward to working together to apply new creative energy and investment into ACE.’

Amit Chawla, Global Business Unit Head for Travel & Logistics at Nagarro, said the digital commerce and customer experience company is ‘actively working with leading transportation companies to become more agile, efficient and customer-centric, thus enabling them to provide a seamless travel experience to their customers’.