Customers Ride the Wave of Luxury with Faster Service from Transportation Company's New Mobile Solution
Hampton Jitney operates a fleet of luxury motor coaches 365 days a year with service between Eastern Long Island and Metro New York, and throughout the northeastern U.S. and Canada. To meet the goals of enhancing customer service and streamlining the management of on-board reservations and payment processes without sacrificing facility, Hampton Jitney partnered with Zebra Technologies and Global Bay Mobile Technologies, Inc.
Hampton Jitney operates a fleet of luxury motor coaches 365 days a year with service between Eastern Long Island and Metro New York, and throughout the northeastern U.S. and Canada. Founded in 1974, Hampton Jitney began with a mission to offer the finest personalised service to its clients. Today, the company continues to strive for outstanding
customer accommodation and service.
While Hampton Jitney's reputation as a luxury transportation company offering excellent service remained intact, the company realized that there was room for improvement. With hundreds of thousands of people travelling each year, it wanted to ensure that everyone traveled not only in style and comfort, but also arrived safely and on time.
With such a large number of customers, managing on-board reservations and payment processes was complex and the company saw that streamlining these operations would improve Hampton Jitney's service and further enhance its reputation and credibility as a luxury service.
Hampton Jitney is a pioneer in the use of mobile technology. It deployed its first mobile point of sale (POS) system in 1993, upgraded it in 2001, and added WiFi® to all of its motor coaches in 2005. In 2007, the company realized it needed a more versatile mobile POS solution and challenged itself to integrate high-performance technology into its system without sacrificing ease of use. The company wanted a mobile platform solution that would be flexible and easily modified in order to keep up with the fast-paced nature of its business.
To meet the goals of enhancing customer service and streamlining the management of on-board reservations and payment processes without sacrificing facility, Hampton Jitney partnered with Zebra Technologies and Global Bay Mobile Technologies, Inc, a leader in providing mobile applications through its Access Point Mobile Information Management software (AP MIMS). Since 2002, Global Bay has delivered enterprise class mobile solutions to hundreds of customers around the globe, ranging from government agencies and multinational corporations to small and medium sized enterprises across a number of sectors.
Hampton Jitney found a reliable solution with an on-board customer reservation payment solution with integrated printing and magnetic card swipe via a Zebra® mobile printer with Bluetooth® connectivity. The mobile POS and on-board customer reservation management system uses the Motorola® MC70 mobile computer, integrated with Zebra's RW 220™ mobile printer into its legacy IBM AS400 Reservation and CRM System, as well as the Global Bay-configured AP MIMS Web interface.
"We wanted a mobile platform solution that was flexible and easily modified as well as being able to easily adjust with the constantly changing needs of our business," said David Mankoff, Hampton Jitney's vice-president of finance. "The Zebra equipment has proven itself to be extremely reliable in a very harsh environment. Coupled with the easyto- use handheld mobile POS solution provided by Global Bay's Web interface we found exactly what we were looking for. We have streamlined the ability to manage the complex on-board reservations and payment processes, reduce back-office work loads and improve customer service." Each Hampton Jitney motor coach has an employee who takes payment (cash, credit card, or gift certificate), confirms reservations, services riders and prints receipts. The Motorola MC70 handheld interacts in real-time, leveraging the Wi-Fi on the motor coach. Credit card swiping and printing receipts is accomplished via the Bluetooth-enabled RW 220 hip printer from Zebra.
AP MIMS is designed to meet Hampton Jitney's specific administration and reporting requirements, including the creation of new routes, updating fares, customer manifests,and ride reports. The AP MIMS enables the full life cycle (creation, deployment, management and data analysis) of manual tasks, or processes, to be put into an automated mobile application. This permits mobile workers to collect data and synchronize to the enterprise, giving them access to enterprise data at the point of capture.
"We deployed the handheld solution using the AP MIMS to allow for the development and delivery of highly customised mobile solutions quickly and cost-effectively without custom coding," said Harlan Eplan, vice president of business development at Global Bay Mobile Technologies, Inc.
"Global Bay and Zebra ensured that the solution is highly configurable and can quickly be modified for other mobile POS needs outside of bus ticketing," said Mankoff. "We were amazed at how easily it integrated into our enterprise servers and applications for payment processing."
After deploying the solution, we saw a marked effect on customer service.
The solution enabled Hampton Jitney to meet its goals of improving customer service and more efficiently managing on-board reservations and payment while adopting a flexible mobile platform. In just over two months, the company was able to fully deploy this cost-effective solution in its day-to-day operations, increasing overall efficiency and customer satisfaction.
"After deploying the solution, we saw a marked effect on customer service," said Mankoff. "The MC70 enforces our business rules for customer service representatives. It removes any potential for confusion and improves customer service by speeding up the payment process and providing for on-board printing of receipts. In addition, the handheld device prevents representatives from skipping steps or making mistakes when handling clients' needs because it validates all entries against our strict customer service policies." The solution was awarded the 2008 Mobile Enterprise Magazine Award for Best Customer Relationship Management Solution.
Mankoff continues,"Streamlining our on-board reservation management and payment has been a huge success. The mobile solution provides superior reporting and application management tools for scheduling reservations, which allows customers to board faster and more efficiently than ever before. The Zebra RW 220 printer allows for speedy credit card authorization and receipt printing, creating a smoother customer experience."