MADRID, 12 Nov.
Organizing a trip involves choosing the destination, packing your suitcase, and finding a good hotel. Any unforeseen event can ruin the best plan.
To avoid having the reservation of your trip become a headache that worries you for days, Renfe is going to modernize its ticket sales and reservation system. This will be done through a project that requires an investment of 164.1 million euros.
With the new system, the operator aims to improve the scalability of the system, reduce the queues that occur during peak demand, simplify access to content, and minimize potential errors, according to a company spokesperson.
Thus, Renfe will offer users of all distribution channels a simpler navigation experience, while also providing new features and improving the purchasing experience by reducing system errors and waiting times.
These improvements will benefit all users of the company: those who purchase through Renfe's website or app, as well as those who buy their tickets through a travel agency or platform.
The sales channel that will experience the greatest transformation will be www.renfe.com, benefiting the 5.6 million unique monthly users of the website.
To make these improvements a reality, Renfe's Board of Directors has awarded a 78.6 million euro contract to the UTE Accenture and Evolutio Cloud Enable for the design, construction, maintenance, and operation of the new ticket sales and reservation system.
In addition, a contract worth 85.5 million euros has been awarded to Sqills Products BV for the implementation, configuration, and operation of a Passenger Service System (PSS).
The aim of the project is to develop and maintain, in a cloud infrastructure, the sales channels such as the website, app, ticket offices, agencies, self-service machines, or the conductor's application, as well as the customer access systems, such as check-in, or access to the club lounge.
Furthermore, complementary modules will be developed with specific services or applications for Renfe that are not included in the Passenger Service System (PSS) but are necessary for the sales system. These include user login, customer's private area, compensation control, fraud control, document control, invoice issuance, etc.
In parallel to this project, Renfe is developing other initiatives such as the implementation of a new tool that accompanies the renewal of the MÁS Renfe loyalty program, which will help increase levers for attracting new loyal users and improve user engagement with the brand.