Passenger and customer information
During a disruption, passengers need information relevant to their journey. D-Flow connects disruption messages with journey data, allows the control centre to add further content and supports both coordinated customer information and tracking of how situations are handled.
Data foundation
View disruptions in their journey context
Disruption information is integrated via SIRI-SX, with journey data supplied via VDV454. D-Flow links these sources so an incident can be processed in the context of the affected journeys.
Operations, control centre and customer communication teams share a common information base. Staff do not have to assemble messages and journey references from separate sources for every communication step.
The control centre can enrich the imported data with additional information and its own content. This turns interface data into customer information that also reflects insights gained while handling the situation.
Workflow
From incident message to customer information
- Connect the information: Import disruption messages and journey data from the connected sources and link them together.
- Enrich the content: Add further information in the control centre and use it to prepare clear, coordinated content for passengers and customers.
- Distribute across channels: Pass the prepared information to the connected media channels.
- Track progress: Review the processing status of situations and see which remain open and which have been dealt with.
The channels served and the way information is transferred are tailored to the existing communication environment. A shared data foundation supports consistent content across the different output media.
Benefits
Better context for better information
Relevant journey context
Disruption messages are linked to journey data so teams can assess their relevance.
Enriched information
The control centre adds further content to support customer communication.
Consistent content
Customer information is prepared from a common foundation and made available to connected channels.
Progress in view
Process monitoring helps teams identify open situations and track their handling.
Integration
Part of your existing system landscape
D-Flow connects data sources with customer communication processes. Interfaces, business mappings and output channels are configured for the project. The linked and enriched information can also be the starting point for further workflows in the D-Flow platform. Additional tasks and follow-up processes can be added to meet your requirements. Disruption information and journey data also provide context for case handling in complaint management.
Contact
Shape your passenger information workflow
Together, we review the operational data available, how your teams prepare information and which media channels you want to connect.