"We chose to partner with DCX because they had a level of expertise that we didn't see in others. They'd clearly set themselves apart as a major player in our industry. They demonstrated that they understood the public transport industry. They were absolutely first class in their understanding of what the customer needs and wants."
Neil Shah, Arriva Customer Engine’s Delivery Director, Arriva Bus UK
_________________________________________________
Background
Arriva Bus UK’s legacy digital estate faced many challenges. Its fragmented suite of journey planning and purchase tools focused on discrete tasks, which was difficult for the business to manage and for travellers to use.
Specifically:
- The company had two separate bus mobile apps: one for planning and one for retailing.
- Each regional operating company had its own dedicated web experience.
- There were three separate web platforms for retail, planning and marketing content.
- There was little to no correlation between the content across sites.
- Any content management actions on the site required significant custom development and manual input.
The digital business was further affected by the legacy technology running the content and retail platforms, with two different versions of EpiServer in use. The retail platform version had not been upgraded since the original sites were created, and the website also experienced Payment Card Industry (PCI) compliance issues. Finally, none of the digital platforms were scalable, with multi-day outages and problems caused by traffic spikes.
Arriva Bus turned to DCX for help.