Samsung A smarter way to service customers

The challenge: To digitally enable front and back-end The customer staff through a fl exible suite of devices Users want to feel valued – they want Public service transport operator Abellio, which Public transport services provider Abellio runs high quality, intuitive devices that are provides bus and train services in Europe to over numerous bus and train services in the UK. easy to use and understand. We looked 1.5million passengers per day. It operates buses in London and Surrey and at the market and it became clear train services for ScotRail, Scotland’s National Samsung was the route to take. The challenge Railway as well as Abellio Greater Anglia. It To provide Smartphones and tablets to suit a also runs Merseyrail and Northern Rail in John Seglias varied assortment of diff erent staff requirements. conjunction with Serco. Group CIO, Abellio Samsung products and services The company wants to roll out new mobile “Users obviously want to feel valued – they • 10,450 x Smartphones and tablets (the majortiy devices to its UK staff , across its range of public is looking to invest in at least 10,000 mobile want high quality, intuitive devices that are easy are Smartphones). The models are likely to include transport services and at all levels of the business; devices for its ScotRail, Northern Rail and to use and understand. We looked at the market Core Prime, Note 4, Tab Active, Tab S and S6 edge. from offi ce staff and company managers to train Abellio Greater Anglia rail franchises. and it became clear Samsung was the route to and bus drivers and ticket inspectors. take,” explains Seglias. Benefi ts The criteria for which manufacturer was chosen by • A mixture of high quality mobile devices The demands of each of its user groups diff ers, Abellio was based on the phone platform and the “There was already a familiarity with Samsung running on an open platform. so the exact model of device would vary quality and usability of its devices. “We want as open phones from our end users and the Android • A family of mobile products with a wide range of according to needs, but Abellio wants to settle a system as possible – one that is easy to develop operating system enables us to create the apps functionality options and screen sizes. on a single device manufacturer. In total, Abellio apps for,” says John Seglias, Group CIO, Abellio. we need,” he adds. The solution: are the best fi t for what we need now,” says Samsung Smartphones and tablets Seglias. “For these users, smaller screen sizes are Before deciding to invest in Samsung devices, fi ne for day-to-day tasks such as accessing email Initially we talked about Abellio conducted a user trial with staff from and the web. But, for station staff and drivers, the specifi c models, but, diff erent sections of the business. “We did a trial of key factors are larger screen sizes, good battery with them changing so Samsung devices amongst a selection of staff and life and connectivity.” quickly, we became more they were really happy with them,” reveals Seglias. interested in looking “The feedback has been extremely positive and, One of the new applications Abellio is planning at diff erent models for following the trial, everyone seems to be really for its Samsung Smartphones is issuing tickets. diff erent staff , based on looking forward to getting their phone.” Seglias says it’s likely to use the Note 4 (see box) for the kind of functionality this. This innovative approach to ticketing would each type of user might While Abellio has settled on current Samsung be a fi rst for a rail and bus operator and would fi nd desirable. Android devices, the company isn’t planning on replace long-standing legacy ticketing equipment. making concrete decisions about the specifi c John Seglias Samsung models it will go for in future franchises. The plan is for station staff , ticket issuers and Group CIO, ticket inspectors to also be able to use their Abellio “New models come out incredibly regularly,” Smartphones to provide real-time information says Seglias. “Initially we talked about specifi c to customers about the current status of models, but, with them changing so quickly, we diff erent train and bus services. became more interested in looking at diff erent models for diff erent staff , based on the kind The result: of functionality each type of user might fi nd Abellio staff will benefi t from a device desirable. So we devised specs for diff erent hand picked to suit their needs types of staff and found out as much as we All staff at ScotRail and Abellio Greater Anglia could about upcoming models and planned our already have, or are currently receiving, mobile/Smartphone strategy around this.” Samsung Smartphones or tablets running Benefi ts of the Samsung Note 4 on Vodafone. Additional devices will soon be The sleek looking Samsung Galaxy Note 4 is larger The type of devices Abellio has defi ned range deployed at Abellio Greater Anglia to support than a standard Smartphone with a generous 5.7” from entry-level phones and tablets for basic the new mobile ticketing solution, and new high resolution Quad HD Super AMOLED display offi ce usage through to large screen, high-spec devices are being rolled out in ScotRail. with deep contrasts and vivid colours. The Note 4 phones for users that need simultaneous access comes with the S Pen stylus; a digital pen providing to a large number of applications. A device that’s In total, Abellio is rolling out 5,200 devices at a natural, smooth brush eff ect that emulates Contact details appropriate front-end staff diff ers to what’s best ScotRail and a further 5,250 to cover Abellio writing on paper. The phone has a soft and textured Visit: www.samsung.com/uk/business for offi ce workers. Drivers need a good size display Greater Anglia and Merseyrail. back cover and has been designed in a curved Email: [email protected] to show the detail about each route and they shape that’s comfortable to hold. It’s fi nished in Tel: +44 (0) 1932 455 000 need a rugged device to withstand heavy use “We have an on-going deployment happening at a premium metal frame that makes the Note 4 Samsung Electronics (UK) Ltd on the move, in conditions where a more fragile ScotRail now, which will be fi nished by the end of tougher than ever. It features a fast charging feature Samsung House, 1000 Hillswood Drive, device would more easily get damaged. the year,” says Seglias. “We’re getting thousands of that charges up to 50% of your battery in just 30 Chertsey, Surrey, KT16 0PS, United Kingdom devices out to users, migrating them to Microsoft minutes. The Note 4’s battery life is also impressive, “The basic phones we’re currently looking at for Offi ce365 and rolling out apps at the same time so easily lasting a day with moderate to heavy use. our offi ce-based staff are the Core Primes, which it takes a good amount of planning to get right.”