Arriva appoints Nagarro to develop its digital customer platform

Arriva UK Trains has entered into a strategic partnership with global digital engineering firm Nagarro, to help grow its digital customer platform, Arriva Customer Engine (ACE) and enhance the customer digital experience. The platform is currently used by its UK train operating companies’ Chiltern Railways and Grand Central Rail, as well as its UK Bus business.

ACE is the company’s digital retail and information platform, 100% owned by Arriva and used by its customers to buy bus and train tickets, and to provide access to real-time service information. The platform has been trading for five years and now has more than a million users a month.

Arriva has seen the number of customers using the app go from 10 per cent to around 45 per cent in recent years. The company has also experienced a surge in people checking journey information at home or on the go via the app. It is now ready to be scaled up to the next level, setting it up for even wider adoption.

Neil Shah, IT & Digital Director at Arriva’s UK Trains division, said: “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. This partnership comes at the right time in the ACE evolutionary process, and we look forward to working together to apply new creative energy and investment into ACE”.

Nagarro is a leading digital product engineering company, specialising in digital commerce, customer experience, AI and machine learning-based solutions, cloud, and immersive technologies. The company already has experience of working with Arriva on a number of IT related projects.

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