Scheidt & Bachmann and Abellio ScotRail’s partnership has improved customer service

    - Fare-Collection-Systems

    Abellio ScotRail enhanced and upgraded their fleet of ticket vending machines to deliver better customer service as part of their ScotRail franchise agreement. Relying on Scheidt & Bachmann ticketing technology, the entire network is now operating a Scheidt & Bachmann platform providing further improvements to the customer via delivering a standard graphical user interface across the network improving and simplifying customer engagement.

    On start of the ScotRail franchise, Abellio Scotrail committed to deliver 26 new ticket vending machine and renew 100 exisiting units by the first anniversary. Overall the quantity of machines on the network has been increased to 330 units, now all provided by Scheidt & Bachmann. 

    The new devices are ITSO and PCI compliant and have the capability to retail smartcards. The enhanced user interface offers customers the option to call the customer contact centre when required. Beyond these requirements which were outlined within the franchise agreement, the new machines offer a wide range of functionalities such as contactless payment, additional ticket capacity, improved DDA interfaces, new back office support systems and a 2nd screen capable of interacting real time with the customer. 

    “Through the delivered improvements on the machines and the larger number of assets we were able to increase customer availability from 90 % to 99 %. Ticketless travel has been reduced and customers making our ticket vending machines their preferred mode of purchasing rail travel. We continue to work closely with Scheidt & Bachmann to further improve the customer engagement with our machines through the use of the enhanced functionality provided via this investment,” comments Graeme Fisken​, Senior Technical Performance & Systems Manager at Abellio ScotRail.

    “We from Scheidt & Bachmann are proud of the success of the project and are delighted with the positive feedback from the customer and their passengers. I really look forward to working with Abellio Scotrail on the next project,” says Jessica U, Key Account Manager at Scheidt & Bachmann.