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SILVERRAIL REVEALS PURCHASING BEHAVIOURS OF UK RAIL CUSTOMERS

80% of tickets purchased offline, according to first Insight Report into the UK rail market

SilverRail, the technology company powering global rail with its next generation retailing and distribution platform, has revealed in its first Market Insight Report behavioural trends of UK travellers when purchasing rail tickets and highlights a number of opportunities for the industry.

Data included in the Report indicates that only 20% of all UK rail tickets purchased in 2015 were through online channels, despite growth in online sales over the past seven years.

In response to these findings, Cameron Jones, Chief Commercial Officer at SilverRail, said: “The UK is one of the strongest e-commerce markets globally¹; 76% of consumers now own a smartphone², and nearly half (48%) of the population have bought groceries online³. It is clear that the public is steering towards online purchasing more and more, and that this trend will only continue to grow. Yet, our Report highlights that UK rail is significantly behind the pace – even in comparison to other European rail carriers. In France and Spain, over 40% of rail tickets are purchased online, in Sweden it is as much as 90%.”

“It is encouraging to see growth in online sales in the UK but, with 80% of rail passengers still using offline channels to complete their rail ticket purchases, there is still a lot of room for improvement.  Other industries are thriving online, but train operating companies have so far been unable to fully capitalise on this opportunity, which could give them a key competitive differentiator in the market.”

The UK Rail Market Insights Report also reveals an interesting trend when looking at how purchasing behaviour changes depending on how close to departure bookings are made. When travellers purchase advance tickets (more than one week ahead of departure), online purchases account for more than 50% of those sales. In comparison travellers who book during the week of departure overwhelmingly book offline, with 75% of purchases made at a ticket office.

David Pitt, Head of UK at SilverRail adds: “The Report has revealed some fundamental areas of focus for the UK rail industry. The disparity in purchasing patterns between advance bookings and on the day purchases (or close to travel purchases) highlights that this is an area that requires attention. The emergence of third party retailers and technology advances have had a small impact on online booking adoption and our report shows there is still some way to go. This, in part, is due to the persistent reliance on the ‘orange ticket’.

“There will always be customers who need on-the-day ticket office services, but delivering, purchasing and ticket fulfilment improvements are a huge opportunity for train operating companies. The technology we are developing at SilverRail will continue to take the customer view and dismantle the barriers, remove complexity, and make online rail booking simpler and easier for all.”

The Report offers the most comprehensive look at the UK’s rail industry today, offering insights into rail usage stats, ticketing, comparisons across Europe, passenger satisfaction levels, investments and more. The full Report can be downloaded here.

– ENDS –

For media inquiries, please contact:
Belinda Hallworth/Archie Pottinger – Flagship Consulting 020 7680 7114/7113
Sophy Norris – Flagship Consulting 01392 248 934.

About SilverRail Technologies (www.silverrailtech.com)
SilverRail is powering global rail with its next generation retailing and distribution platform.

SilverRail’s proprietary technology offers a cohesive digital infrastructure for rail. Our product suite spans the full customer experience: journey planning, inventory management, scheduling, pricing, booking, payment, ticketing, reporting and administration.
SilverCore is the world’s first unified platform for global rail distribution, it connects carriers and suppliers to both online and offline travel distributors.

  • SilverRail handles more than 1 billion online rail searches each year.
  • SilverRail distributes tickets for more than 35 providers and carriers
  • SilverRail processes more than 25 million bookings each year.
  • SilverRail serves more than 1,500 corporate customers worldwide.

SilverRail was founded in 2009 by Aaron Gowell and Will Phillipson, is headquartered in London, but also has offices in Boston, Stockholm and Brisbane.

References
[1] http://www.pfsweb.com/blog/2016-uk-ecommerce-market
[2]  https://www.deloitte.co.uk/mobileuk/assets/pdf/Deloitte-Mobile-Consumer-2015.pdf
[3] http://www.mintel.com/press-centre/retail-press-centre/29-of-uk-online-grocery-shoppers-are-shopping-for-groceries-more-online-now-than-a-year-ago

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knowledge

THE STATE OF UK RAIL

SilverRail launches its first Market Insight Report giving a clear view of the UK rail market and its travellers

SilverRail, the technology company powering global rail with its next generation retailing and distribution platform, has today published its first UK Rail Market Insights Report. The Report offers a comprehensive look at the UK’s rail industry today, offering insights into rail usage, ticketing, comparisons across Europe, passenger satisfaction levels, investments and more.

The Report, compiled and written by SilverRail, is entitled: Jumping the Barriers:  A simplified view of the UK rail market and its travellers”.

There are three clear goals behind the production of the Report. To give a clear, bird’s-eye view of the UK rail market; to provide key statistics and data to help understand today’s traveller and their sentiments attached to rail in comparison to air, and to highlight market trends in traveller behaviour with increased online rail adop­tion.

It delivers these insights across five chapters, looking into UK market trends; rail versus air options; understanding traveller behaviour; traveller satisfaction and ticket segmentation.  Each chapter goes into detail on the topic, providing statistical data, charts, diagrams and analysis from SilverRail.

“We’re very proud of the level of detail this Report provides on the state of the UK rail market” comments Cameron Jones, Chief Commercial Officer at SilverRail. “Some of the information in here – particularly around purchasing behaviour and the UK’s reliance on station ticket offices and station ticket vending machines – gives an interesting insight into the British public’s relationship with rail travel.”

“Our belief is that this Report will quickly become a go-to resource on rail, and rail developments within the UK. We hope that the broader industry will benefit from the insights it provides, and that train operating companies, online travel agencies, industry influencers and members of the government will use it to inform their strategy, benchmark performance and influence change. Of course, we will be sharing it with our clients and partners – players like Expedia, National Express, Stagecoach, Govia, Concur and National Rail Enquiries – but we think anyone with an interest in the industry will want to download the Report.”

-ENDS-

For media inquiries, please contact:

Belinda Hallworth/Archie Pottinger – Flagship Consulting 020 7680 7114/7113

Sophy Norris – Flagship Consulting 01392 248 934

About SilverRail Technologies (www.silverrailtech.com)

SilverRail is powering global rail with its next generation retailing and distribution platform.

SilverRail’s proprietary technology offers a cohesive digital infrastructure for rail. Our product suite spans the full customer experience: journey planning, inventory management, scheduling, pricing, booking, payment, ticketing, reporting and administration.

SilverCore is the world’s first unified platform for global rail distribution, it connects carriers and suppliers to both online and offline travel distributors.

  • SilverRail handles more than 1 billion online rail searches each year.
  • SilverRail distributes tickets for more than 35 providers and carriers
  • SilverRail processes more than 25 million bookings each year.
  • SilverRail serves more than 1,500 corporate customers worldwide.

SilverRail was founded in 2009 by Aaron Gowell and Will Phillipson, is headquartered in London, but also has offices in Boston, Stockholm and Brisbane.

Categories
knowledge

SILVERRAIL ANNOUNCE APPOINTMENT OF DAVID PITT AS HEAD OF UK

SilverRail’s growth in UK rail market leads to new role

SilverRail, the technology company powering global rail with its next generation retailing and distribution platform, has announced the appointment of David Pitt as Head of UK. In this new role, David will be responsible for SilverRail’s growing number of opportunities with the UK Train Operating Companies.

Cameron Jones, Chief Commerical Officer at SilverRail, said “We are thrilled to welcome David to the team. Having contracted for the last 13 years for many large-scale businesses, it is great that David has found his niche at SilverRail and wants to join us for the long run. SilverRail is at the forefront of the changes taking place in the UK rail industry highlighted by recent deals with National Express, Expedia, Stagecoach and Govia, and we look forward to David playing a key role in driving the company as we continue to grow.”

David has been working with SilverRail for two years as an interim Programme Director having previously worked on Business and IT programmes for the likes of EON UK, BT plc and more recently for National Express Group and Virgin Trains.

David said “Working with SilverRail has been a fantastic experience and it’s a privilege to head up their UK activity.  SilverRail is an exceptionally successful company across Europe and North America and I fully intend to build on that success in the UK. Through my contracting experience, I know that SilverRail are leading the way in the UK rail revolution and that there are endless ways in which we can help to improve the customer’s experience. It’s a challenge that I look forward to working with many industry colleagues on.”

– ENDS –

For media inquiries, please contact:
Belinda Hallworth/Archie Pottinger – Flagship Consulting 020 7680 7114/7113
Sophy Norris – Flagship Consulting 01392 248 934.

About SilverRail Technologies (www.silverrailtech.com)

SilverRail is powering global rail with its next generation retailing and distribution platform.

SilverRail’s proprietary technology offers a cohesive digital infrastructure for rail. Our product suite spans the full customer experience: journey planning, inventory management, scheduling, pricing, booking, payment, ticketing, reporting and administration.
SilverCore is the world’s first unified platform for global rail distribution, it connects carriers and suppliers to both online and offline travel distributors.

  • SilverRail handles more than 1 billion online rail searches each year.
  • SilverRail distributes tickets for more than 35 providers and carriers
  • SilverRail processes more than 25 million bookings each year.
  • SilverRail serves more than 1,500 corporate customers worldwide.

SilverRail was founded in 2009 by Aaron Gowell and Will Phillipson, is headquartered in London, but also has offices in Boston, Stockholm and Brisbane.

Categories
knowledge

NATIONAL EXPRESS & SILVERRAIL ANNOUNCE AN INDUSTRY-FIRST TECHNOLOGY PARTNERSHIP

SilverRail and National Express Group have announced an industry-first technology partnership which is set to transform the travelling public’s experience with UK rail, starting with the c2c rail franchise that links the City of London with east London and south Essex.

SilverRail will provide the functionality for the complete customer sales journey, from journey planning to ticketing, underpinned by their multi-channel ticketing issuing system (TIS). This allows c2c to own and control all customer touch points including c2c’s website, mobile site, app layers, ticket vending machine interfaces and easily adapt to new emerging channels.

This is a first for a UK rail company, effectively taking ownership of the entire ticket retailing experience, and is part of c2c’s strategy of making the end-to-end journey experience as smooth as possible for customers. Unlike other travel verticals, rail, particularly in the UK has traditionally seen operators outsource their digital customer experience to third party companies, therefore losing control of the customer experience and slowing their rate of innovation.

SilverRail will provide the digital foundations for their retailing activity, enabling c2c to build a unified customer experience of searching, booking and fulfilment across all of their sales and support channels.

SilverRail’s foundation is an ‘open’ technology designed to work seamlessly with other technology suppliers, allowing c2c to easily work with best in class digital design agencies, CRM and yield campaign management tools and ticket vending machines.

This new technology platform allows train operators to know their customers, understand travel behaviours, provide targeted information and enhanced services, utilising all the channels that their customers want to use.  A single view of the customer, irrespective of their chosen channel is a fundamental improvement for UK rail operators.

National Express Group was looking to adopt an easily reusable model with a specialist rail technology partner. With its extensive experience of delivering across Europe and North America, SilverRail is pleased to respond with a solution that can be simply rolled out across newly acquired franchises or operations.

SilverRail is a ‘software as a service’ (SaaS) company providing a single rail digital infrastructure to multiple clients. It enables distributors like Expedia to sell rail in multiple countries and carriers to manage their own retail operations, driving a network effect of value for partners. Always innovating, the platform is continuously improved using an Agile methodology, delivering new functionality releases every four weeks. SilverRail’s global partners collectively benefit from these releases, future proofing their technology investment.

Debbie O’Shea, UK IT Director at National Express said ‘As an industry, UK train companies have traditionally struggled with shifting significant numbers of customers to use their own direct online channels. National Express Group is succeeding in delivering this kind of channel shift in other operating areas within our business, so through our partnership with SilverRail we aim to repeat this success in the rail industry.”

Clare McCaffrey, Commercial Director at c2c said: “We are delighted to be working with SilverRail as part of our customer-focused retail strategy. We know there is a real appetite among many customers to use modern and simpler purchasing methods if they are given the right tools and incentives to do so and, in working with SilverRail, that is exactly what we intend to deliver.”

David Pitt, Head of UK at SilverRail says “We are thrilled to be working with National Express and c2c in a truly collaborative partnership.  Our cross continent experience in rail ticketing and journey search will be available at every level and with c2c’s overwhelming desire to give its customers the best experience all-round, this will prove to be a very exciting association.

“SilverRail’s ethos is simply to give rail customers what they deserve.  This requires a technical step change and we are delighted to be leading the way alongside c2c and its other chosen partners.”

-ENDS-

For media inquiries, please contact:

Belinda Hallworth/Archie Pottinger – Flagship Consulting 020 7680 7114/7113

Sophy Norris – Flagship Consulting 01392 248 934

About SilverRail (www.silverrailtech.com)
SilverRail is powering global rail with its next generation retailing and distribution platform.

SilverRail’s proprietary technology offers a simple and common digital infrastructure for rail.

Our product suite spans the rail e-commerce customer experience: journey planning, inventory management, scheduling, pricing, booking, payment, ticketing, reporting and administration.
The SilverCore API is the world’s first unified platform for global rail, it connects the carrier content and retailing to any distribution partner, on or offline.

  • SilverRail is currently processing over 1 billion online rail searches per year.
  • Over 35 providers and carriers are connected via the company’s ‘SilverCore’.
  • More than 25 million bookings are made on SilverRail’s various systems each year.
  • SilverRail is currently serving over 1,500 corporate customers worldwide.

SilverRail was founded in 2009 by Aaron Gowell and Will Phillipson, is headquartered in London, but also has offices in Boston, Stockholm and Brisbane.

About c2c

c2c is the award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex. c2c is delivering the best performance in the UK rail industry, holding the UK records for annual punctuality (97.5%) and 4-weekly punctuality (98.8%) by a franchised train operator. c2c was named Passenger Operator of the Year at the 2015 National Rail Awards, and as London’s best commuter operator in Which? magazine’s latest survey of rail companies. 

About National Express Group

National Express is a leading international public transport operator, with bus, coach and rail services in the UK, continental Europe, North Africa, North America and the Middle East. More than 867m journeys a year are made worldwide on our services. Our 44,000 employees are committed to improving the quality of life for all through travel.