User Forum 2021 Recap #3: Customer Engagement


On the Road Together

In this session, Software Consultant Pete Adney demonstrated how working closely with customers ensures our products can cater to individual – and very different – needs. Pete gave examples of great relationships built with both new and long-standing clients and how taking the time to get to know their operations can produce great benefits.

Pete welcomed three special guests to join him on stage, the first being Enterprises Services Manager at Arriva, Amanda Yarrow. Amanda said: “Previously we had no knowledge of DAS from an IT perspective and we weren’t serving our bus drivers appropriately, so we signed up for IT services to support DAS.

“I became the service owner for DAS and was able to make sure we were more efficient with how we engaged with UK bus. I also wanted to bring DAS superusers from across the UK together to share best ideas and practices, so we now meet once a month to make sure we are aligned with our customers.”

Next to speak was Operations Director at Somerset Passenger Group, Simon Mohammed. Simon explained how he manages daily services that run 7,000 staff to and from Hinkley Point, a nuclear power station in Somerset. The company went live with DAS just a week ago.

He said: “In just a week of using DAS – and particularly using OnBoard – I have noticed our drivers are really on it. As soon as you click save duty, they have access to their shifts straight away and this delivery of information is critical. For me this is brilliant and it’s great to see the potential of other modules coming up on the roadmap.”

MyLink Champion at Arriva, Rob Hazlehurst also shared his experience with DAS. He said: “We have now rolled out DAS over 45 garages, and 4,500 drivers are currently using it – that is 70-75% of total drivers in UK bus. And we have seen a massive drop in footfall at the depots which was one of our main goals, especially throughout the pandemic.”

These customers each have their own story of DAS to tell which proves just how adaptable and configurable the system is – and the team will always take the time to get to know a customer’s operations and business goals to ensure their needs are met.

Customer Feedback

We are pleased to have received some great event feedback since the User Forum, with one attendee saying it was “useful to see how the company ethos is reflected in terms of its staff as well as its product. Very impressive.”

Another said: “You have been involved in the industry for some considerable time, you know it inside and out, but you are always willing to learn new processes and flex to those.”

A third said: “The event was well organised, in a good location and had a professional approach. Trapeze evidently buy in to the customer input and feedback regarding their modules and products. This was apparent on the day with the engagement you could see between customer and service provider.”

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