ENHANCING OPERATIONS AND CUSTOMER EXPERIENCE

Project Name: Enhancing Operations and Customer Experience

Client Name: Bahrain Public Transport Company (BPTC)

Product / Solution: Xebo.ai Experience Management Platform - 2022

 

Client overview:

Bahrain Public Transport Company (BPTC) is a private joint venture between leading UK-based international transport providers, National Express PLC, and Bahrain-based Ahmed Mansour Al Aali (AMA), the largest and longest-established contracting and construction group in the Kingdom of Bahrain.

BPTC boasts over twenty-five years of experience operating similar services across North America, Europe, and North Africa with the ability to blend international expertise with local knowledge.

 

Business Need:

Bahrain Public Transport aimed to improve both operational efficiency and passenger satisfaction. The organization needed a platform to capture, monitor, and analyze real-time feedback from passengers, while providing operational teams with visibility into service performance. The goal was to identify areas for improvement, optimize daily operations, and deliver seamless, high-quality public transport experience.ation goals.

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Solution:

Fakhroo Information Technology deployed an Experience Management Platform for Bahrain Public Transport, starting in January 2022. The solution included:

• Real-Time Feedback Collection: Tools to capture passenger feedback across multiple channels, including mobile apps, kiosks, and online platforms.

• Operational Visibility: Dashboards and analytics providing insights into fleet performance, service punctuality, and passenger satisfaction trends.

• Automated Reporting & Alerts: Notifications and automated reports to highlight issues requiring immediate attention and to track performance metrics over time.

• Integration & Support: Seamless integration with existing IT systems and ongoing technical support to ensure consistent service quality.

 

Result:

The implementation of the Experience Management Platform delivered measurable improvements for Bahrain Public Transport:

• Enhanced Customer Satisfaction: Real-time feedback allowed the organization to address passenger concerns promptly, improving overall satisfaction.

• Improved Operational Efficiency: Data-driven insights enabled better fleet management, route optimization, and service planning.

• Proactive Issue Resolution: Automated alerts and reporting helped operational teams respond quickly to service disruptions or complaints.

• Strategic Decision-Making: Analytics provided a foundation for continuous improvement and long-term planning, supporting Bahrain’s vision for modern, efficient public transportation.

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By leveraging Fakhroo Information Technology’s expertise and the Experience Management Platform, Bahrain Public Transport achieved a more responsive, transparent, and customer-focused service, setting new standards for public transport operations in the Kingdom.