Social Platform for Reporting Transport Issues

Need for Pro-Active Issue Reporting

Scotrail is responsible for the operation and maintenance of a number of trains and stations as part of the contract with the state. If errors and deficiencies are not rectified, the company will be fined heavily.

Maintenance Reporting: From Liability to Differentiator

Monstarlab developed the Snapp mobile app. This application allows employees and passengers to report errors and omissions through photo and message sharing in an Instagram-like interface. Through an intuitive and user-friendly backend, selected employees can distribute these reports to the right person. The app also has a built-in reward system that motivates employees to use the app. Aside from the employees, the app can also be used by passengers and volunteers who help at the stations.

Customer Satisfaction and Cost Reductions

In 2017, customer satisfaction increased considerably for Scotrail, partly because both employees and passengers feel that they have direct contact with Scotrail. They get the experience of contributing to a better experience on platforms and in trains. Most notably, however, the number of errors and omissions has decreased and those reported are rectified more quickly, which has reduced the number of fines.