Trenitalia c2c, the operating company providing train services between the City of London and South Essex, confirms its strong commitment towards its customers by delivering a better and better range of services.
c2c has been the first operator in the UK to launch the new PICO4UK ticket-issuing system. This new digital platform will transform the ticket-buying experience of UK rail customers. PICO4UK is a unique new system in the UK as it is integrated across all the different retailing channels – ticket machines, ticket offices, website and app. It replaces the separate end-of-life legacy ticketing systems that still dominate the UK rail market. PICO4UK has been developed in the UK replicating the successful experience developed in Italy, where it has been active for 7 years supporting the success of the iconic Frecciarossa brand.
The new system is a key element of Trenitalia’s transformation plans for c2c following its acquisition of the business in 2017. PICO4UK will now be the cornerstone of company’s business, as the single system where customers interact with c2c for all ticketing, personalised account management and customer service. From its deployment on the Italian market, the first competitive market in Europe for High Speed, the new platform has consistently increased customer satisfaction through its innovative approach to ticketing.
PICO4UK migrates seven current separate channel-specific ticket-issuing systems to just one single central retailing platform. This provides passengers with a modern, consistent, quick and easy-to-use selling platform, irrespective of the channel they choose to buy from.
At the same time thanks to the smart ticketing’s evolution the new system’s functionalities will enable customers to plan and buy also on their devices tickets for several transport modes (eg: rail, Plus Bus, parking) and have information at their fingertips, in a move towards a better digital experience.
The complete replacement programme of all the current ticket issuing systems active on the c2c’s line will take place over several months.
The new website, launched on 18 March, serves over 4 million customers who purchase their c2c tickets online every year and will increase their ability to buy and manage their own tickets. In parallel the new Ticket Office Machines are being rolled out across the whole c2c network and will be completed across all the stations in early Summer 2019.
At the beginning of the second half of 2019 the new App, on both iOS and Android, and by the end of the year the new Ticket Vending Machines will be launched to complete the new platform’s multi-channel approach.
The new system builds on a host of improvements delivered by c2c. In June, c2c will increase its fast services between Fenchurch Street and Southend during the weekend with a new hourly service in each direction, for 50 new services per week, and a quicker journey time of just 45 minutes from the capital to the coast.
In February 2019 c2c has ranked as the UK’s most punctual train operator with a performance of 97,7%, the best score recorded since 2015.
Trenitalia UK Managing Director Ernesto Sicilia said: ‘The launch of the new ticket issuing system PICO4UK is another milestone demonstrating our commitment towards our customers. This builds on our recent award in December 2018 as UK’s Best Rail Operator, and confirms the consistent quality of the work by all of c2c’s team on a daily basis. Since we entered the UK market, we have made customer satisfaction our top priority. The new system PICO4UK will allow our customers to experience the high quality of the platform that is already used by more than 10 million passengers in Italy’.