Long-distance train operator CrossCountry has announced the award of a multi-year contract to develop their digital customer platform to Arriva Customer Engine (ACE) following a competitive procurement process.
Digital platform ACE currently powers websites and mobile apps for various UK transport operators, offering an all-in-one solution for customers to plan journeys, book tickets (without booking fees), receive live travel updates, and access essential information while on the move.
The platform is set to enhance CrossCountry’s digital services, delivering an improved customer experience across the operator’s UK network. ACE’s intuitive design and customer-focused features will enable CrossCountry passengers to benefit from seamless ticketing and real-time travel updates, ensuring a smoother and more convenient journey.
The ACE was selected amongst 22 competitors through the Government’s Utilities Contract Regulation (UCR) framework.
Mark Anderson, CrossCountry’s customer & commercial director, said: “We are delighted to partner with ACE to bring an enhanced digital experience to our customers – without the burden of booking fees.”
“Investing in the latest technology means we are making it easier for passengers to plan and book their journeys with confidence, while also ensuring they receive the most up-to-date travel information.”
Neil Shah, IT & digital director at Arriva UK Trains, added: “We are delighted to be working with CrossCountry and to bring our market-leading platform to even more customers. ACE will make it cheaper and easier to purchase tickets, improving the customer experience and encouraging more people to travel on public transport.”
The new contract marks a vital step in CrossCountry’s commitment to improving customer service through innovation, offering passengers a more streamlined and efficient digital experience.
Image credit: Ian Wright
