To provide a team of staff for a 3–month contract to support the roll–out of ticket vending machines at stations throughout the network. The staff were required to:

  • Maximise usage of the new machines by increasing the opportunity for ticket purchase prior to boarding.
  • Manage the customer experience by helping the travelling public to feel confident and to trust the new machines.
  • Manage peak queues by selectively ‘queue peeling’ customers that could be served by the new machines.
  • Feedback any technical or user problems that might improve the system for the roll–out whilst in progress.
  • Provide basic customer station and route information.
  • Reduce the potential number of complaints.


We successfully encouraged the travelling public, who were initially reluctant to use what appeared to be complicated technology and would therefore favour the ticket office, to use the machines with confidence. We developed a team with extensive knowledge of the new technology who were also fully conversant with station safety and security regulations. As a result of this we were retained by Southeastern for 18 months.

This concept proved to be an ideal way in which to provide front line support, and the team went on to provide the same service for First Capital Connect when they introduced ticket vending machines at the end of 2006.

Other Case Studies

See details of our work for these clients:

Site Map

Content: copyright © Debra Ritterband Promotions 2007. All rights reserved.

This website is accessible both to humans and search engines because it uses valid XHTML1.0 and valid CSS2.1.

HTML and CSS coding by Lab 99 Web Design 2008.