by Marisol Morelos | Nov 26, 2024 | Bus evolution, Newsroom
Discover how bus companies in Mexico, Brazil, and Colombia are leading the shift towards lower-carbon and more sustainable operations.
The passenger transport sector in Latin America has shifted toward sustainability in recent years, driven by the urgent need to reduce carbon emissions and improve air quality in major cities across the region.
Incorporating a more sustainable vision within ground mobility has enabled significant steps towards transforming this industry in Latin America. This shift is propelled by technological advancements and a paradigm shift towards environmentally responsible operations. Some companies have adopted a comprehensive approach beyond fleet electrification in the passenger bus sector.
Passenger transport companies in Mexico, Brazil, and Colombia are leading this transformation, adopting technologies and practices that are more environmentally friendly.
Below, we explore the sustainability trends in these three nations, highlighting specific cases and relevant data.
Mexico: Carbon Offsetting and Operational Efficiency
The Mexican company Grupo Flecha Amarilla has set out to lead change in the mobility industry, with a clear vision of sustainability, innovation, and a focus on comprehensive experiences and services.
Sustainability, one of its strategic pillars, is not just an isolated strategy but a fundamental part of its mission to transform the transport sector toward a model that conserves resources for future generations.
For Flecha Amarilla, sustainability goes beyond an appealing business practice; it is a responsibility to which they are genuinely committed. They focus on meaningful actions that impact both the environment and society.
In Mexico, Grupo Flecha Amarilla is a pioneer in this area, implementing a carbon offsetting program in collaboration with Reservamos SaaS.
The Reservamos SaaS development team integrated this initiative into Primera Plus’ eCommerce, Flecha Amarilla’s bus line. This offers travelers an option to mitigate the impact of each journey and contribute to planet-friendly efforts. Carbon offsets are available on both the bus line’s eCommerce and mobile app.
This project allows the carbon emissions generated by their operations to be offset through environmental initiatives, such as reforestation and ecosystem conservation.
The first effort we made, thanks to our relationship with Reservamos SaaS, was to quickly deploy a button in the eCommerce so that travelers could offset their trip by purchasing a bond. At the end of their purchase, they have the option to offset their journey based on the kilometers they will travel. It’s a very small amount, ranging from one to seven pesos, which goes directly to buy bonds on the market and offset the trip. We don’t keep a single peso.– Juan Pablo Martín, Innovation Director at Grupo Flecha Amarilla.
According to Juan Pablo, Reservamos SaaS tools help them make agile decisions regarding operational efficiency. He believes Reservamos SaaS has the market knowledge to guide their development.
Flecha Amarilla has also implemented operational efficiency strategies through advanced telemetry and predictive maintenance technologies, reducing fuel consumption and extending the lifespan of their vehicles.
They operate under Euro 5 and Euro 6 European standards, requiring buses to use ultra-low-sulfur diesel. They aim for all products throughout their supply chain to have a low environmental impact.
For instance, the products used in their restrooms contain biodegradable enzymes that help treat organic matter, and the antifreeze they use has the lowest carbon footprint.
Carbon offsetting is just one part of Flecha Amarilla’s comprehensive sustainability approach. In 2023, the company reported a 15% reduction in its carbon footprint, thanks to a rigorous preventive maintenance program that prevents unit inefficiencies and ensures optimal fuel performance. This not only reduces environmental impact but also improves passenger experience and strengthens brand trust.
Brazil: electrification and renewable energy in bus fleets
Brazil is one of the region’s most advanced countries in adopting electric bus fleets, led by cities like São Paulo and Rio de Janeiro. However, companies are going beyond electrification by incorporating renewable energy solutions into their operations.
Companies such as Grupo Comporte, one of Brazil’s leading passenger transport companies, have adopted advanced technologies to reduce fuel consumption and optimize route efficiency.
They have also integrated fleet management systems with artificial intelligence and big data to enhance operational sustainability, as showcased at the Lat.Bus 2024 event, where electrification and energy management practices from Comporte and other Brazilian companies were highlighted.
Grupo JCA, with a fleet including over 250 electric buses, has promoted sustainability by implementing a comprehensive fleet renewal program and training for efficient driving. Their electric vehicles, largely powered by renewable energy, help reduce carbon emissions and improve air quality in key cities like São Paulo and Rio de Janeiro.
Chile: zero-emission buses and efficient waste management
Chile was one of the first Latin American countries to adopt zero-emission buses on a large scale in its public transport system, particularly in Santiago, where hundreds of electric buses have been integrated in collaboration with private operators and the government.
However, sustainability in Chile is not limited to electric buses. Companies like Turbus have adopted sustainability practices on multiple fronts, including efficient waste management and the reduction of indirect emissions.
Additionally, Turbus has implemented a collection and recycling system at its main stations and has started educating passengers about recycling practices, promoting environmental awareness across its user network.
Colombia: digitalization to reduce environmental Impact
In Colombia, bus companies have begun implementing digitalization as a key strategy to reduce their environmental impact.
Companies such as Expreso Brasilia have stood out for their commitment to sustainability, presenting their seventh sustainability report in 2021, which outlines their efforts to meet the UN’s Sustainable Development Goals.
Their sustainability model includes initiatives ranging from operational efficiency to carbon offsetting, aligned with the principles of the Global Compact.
Expreso Bolivariano has also adopted digital solutions to optimize routes and reduce fuel consumption. By analyzing demand patterns using advanced algorithms and data intelligence tools, Expreso Bolivariano has not only reduced costs but also minimized the kilometers traveled and, consequently, carbon emissions.
Towards a Sustainable Mobility Future in Latin America
Sustainability initiatives in the passenger bus sector in Latin America are rapidly evolving and encompass a wide range of strategies that go beyond fleet electrification. The cases of Mexico, Brazil, Chile, and Colombia demonstrate that companies can be both profitable and sustainable through advanced technologies, process digitalization, and a comprehensive vision of their environmental responsibility.
Reservamos SaaS has positioned itself as a facilitator of these solutions, offering tools that allow transportation companies such as Grupo Flecha Amarilla to implement sustainability strategies in an agile and effective manner. These actions, backed by technology and commitment, not only help to meet the market’s environmental expectations, but also boost operational efficiency and improve the customer experience.
by Marisol Morelos | Nov 20, 2024 | Bus evolution, Newsroom
IT teams at bus companies in Latin America optimize operations and improve the customer experience through in-house solutions and technology partners.
IT teams in bus companies in Latin America play an essential role in optimizing operations and improving the passenger experience. Their structure and focus vary according to the size and goals of the company, but in general, these teams focus on key aspects such as data management, maintenance of online ticketing systems, and implementation of route analysis and operational efficiency tools.
They tend to be compact and multifunctional, although they face limitations due to budget constraints and the need for highly specialized personnel. This has driven the search for specialized technology partners.
By outsourcing IT tasks, these companies can quickly access specialists in cybersecurity, software development, and advanced analytics without incurring the high costs of hiring in-house, a process that can take several months. Third-party providers allow for greater scalability, reduce operational risks, and offer cost flexibility, which is beneficial in a constantly evolving market.
Some companies don’t have such a big technology area and what they do is outsource a lot of these services. There are others that are in the process of improvement and are trying to develop their internal team and build some things. We are a mix because we consider that there are some value solutions that we deliver internally, and there are others where we prefer to look for an experienced partner to do it for us. -Armando Rodríguez Trespalacios, Technology and Organizational Management Manager at Expreso Brasilia.
Armando shares that he has seen in the bus sector that companies are working to improve by developing and adopting new technologies. He considers that the transportation sector is a sector that has understood the need to enhance the services it offers, through a digital evolution, and by means of very strong technology areas, with its own people or with the help of outsourcing services.
How are the IT teams of bus companies in the region made up?
To understand the make-up of an IT team, we will take as a reference Expreso Brasilia, a bus company based in Colombia.
According to Armando Rodríguez, technology leader, most of the profiles in Expreso Brasilia’s IT team are systems engineers, some specialized in software development, others in requirements gathering, and several certified in Scrum or agile methodologies. They also have professionals certified in information security, such as CCNA, and some are obtaining the CISSP certification, specifically focused on cybersecurity issues.
In addition, there are industrial engineers responsible for gathering requirements and building user stories, which allows the team to evaluate and design appropriate solutions. Within the innovation area, there are specialists in business intelligence and data analysis, as well as management profiles, who collaborate in the analysis and development of valuable solutions for different areas of the organization.
The IT team of this company, according to Armando, is very robust and has very well-defined responsibilities, that is, the scope of each of the team members is very clearly delimited. The team is made up of three areas with specific tasks, which we will explain in more detail below.
The first area is responsible for information security and telecommunications infrastructure. Armando specifies that for Expreso Brasilia is very important for information security because they offer online services and make some kind of transactions through digital channels. That is why they work to ensure information security throughout each online transaction.
The second area is dedicated to developments and associated projects, where engineers and business analysts work, who are responsible for raising the requirement and delivering it so that the team works on the development.
In some cases, we manage internally, while in others we use third parties to increase speed and take advantage of their expertise. When we do not have the specialized knowledge, we prefer to collaborate with a technology partner who has expertise in the area. In this way, we gain speed and manage to develop a mature and secure product in less time. -Armando Rodríguez Trespalacios, Technology and Organizational Management Manager at Expreso Brasilia.
The third area is focused on innovation, where there is a team in charge of reviewing everything that is happening in the world and how to adapt and adopt it at Expreso Brasilia. All of them work under a Scrum methodology, based on the concepts of agility.
Choosing a specialized technology partner
Today, there are many technology providers, and there is often a “boom” in which they all seem to offer the same solutions. A few years ago, the big data boom flooded the market, and now the same is happening with artificial intelligence (AI).
However, Armando shares that finding a technology partner that truly integrates these trends with consistency and evolution is a challenge. Technology and services must not only be aligned with the latest fad but adapt and grow consistently to be useful in the long term.
That is precisely what Reservamos SaaS manages to convey to us. Unlike other providers, its approach to AI is not limited to exaggerated promises, but to practical and realistic solutions that deliver tangible value. Generative artificial intelligence, in this context, works as a support and not as an absolute substitute; Reservamos SaaS understands this and applies it so that we can use the technology to enhance the customer experience without compromising quality. -Armando Rodríguez Trespalacios, Technology and Organizational Management Manager at Expreso Brasilia.
Reservamos SaaS has developed machine learning-based tools that learn from user interactions. From last searches to tickets purchased, these tools personalize and enrich every shopping experience, helping our customers find what they want efficiently.
Technology plays a key role in the modernization of bus companies in Latin America, enabling them to adapt to user expectations and improve their internal operations. IT teams in this industry are often cross-functional and face challenges due to both budgetary constraints and the need for specialization, especially in cybersecurity, software development, and data analytics.
Collaborating with specialized technology partners offers a strategic solution to cover these critical areas, allowing companies to access advanced skills without incurring the high costs of hiring and training.
This combination of an in-house IT team and third-party support allows not only greater operational flexibility but also the development of innovative solutions that enhance the customer experience and optimize operational management in a market that demands constant innovation.
by Marisol Morelos | Nov 4, 2024 | Bus evolution
Reservamos On-Road Talks features Grupo Flecha Amarilla’s Ricardo Pinto and Alberto Juárez, who discuss strategies for innovating bus operations and driver management with a focus on operations, maintenance, and training.
In the latest edition of Reservamos On-Road Talks, Ricardo Pinto, Planning and Operations Manager at Grupo Flecha Amarilla, and Alberto Juárez, Maintenance Manager at Grupo Flecha Amarilla, shared the talk Driving Towards the Future: Innovation in Driver Operations and Policies. They discussed key advances and strategies for optimizing bus management, focusing on operations, maintenance, and driver training.
Ricardo says the passenger transport industry must understand challenges and growth opportunities. Open forums like *Reservamos On-Road Talks* help build a stronger mobility community, enabling the exchange of ideas that further the industry’s progress, with a focus on the well-being of travelers, allies, employees, and the environment.
As a mobility company, Grupo Flecha Amarilla is committed to developing solutions that meet the needs of passenger and parcel transportation, addressing each link in this value chain. We focus on innovation and the development of our employees, and we are convinced that this is the only way to tackle the industry’s challenges.
Ricardo Pinto, Planning and Operations Manager at Grupo Flecha Amarilla.
Next, Ricardo and Alberto share their experience within Grupo Flecha Amarilla, which is facing significant challenges that resonate across the Latin American industry. What are the main challenges they identify? Road infrastructure, new technology integration, and driver training.
1. Innovation in Customer Experience and Cost Management
According to Alberto, the customer experience has evolved continuously, pushing companies to create comprehensive ecosystems for travelers. This approach includes everything from ticket purchasing and terminal service to interaction with the driver.
Flecha Amarilla has invested in on-board comfort, enhancing service through amenities like Wi-Fi and entertainment, and developing terminals that offer greater comfort and convenience for users. However, one of the greatest challenges is managing the costs of implementing these improvements. Alberto emphasizes the need to consider these expenses as long-term investments that generate value in both customer satisfaction and loyalty.
It’s not just about focusing on the bus. A customer is looking for an entire ecosystem, from where they buy their ticket, whether digitally or at the counter, to a waiting room that offers food, the boarding area, and interaction with the driver during boarding.
Alberto Juárez, Maintenance Manager at Grupo Flecha Amarilla.
2. Route Optimization and Demand Analysis
Ricardo emphasizes the importance of clearly defining the business model and using the appropriate technology for each type of route and service to reduce bus investment.
These assets are costly, and we have to aim to handle as much inventory as possible with fewer resources. We strive to be more profitable and have leaner assets.
Ricardo Pinto, Planning and Operations Manager at Grupo Flecha Amarilla.
Additionally, in collaboration with technology partners like *Reservamos SaaS*, Grupo Flecha Amarilla employs demand pattern analysis, allowing the company to adjust routes and optimize bus use. This strategy not only reduces operating costs but also adapts services to demand, ensuring agile and profitable operations.
The biggest lesson from the pandemic has been to be agile, increase operational efficiency, and optimize inventory based on market demand. We must prioritize productivity, especially in terms of operating costs.
Ricardo Pinto, Planning and Operations Manager at Grupo Flecha Amarilla.
For this reason, they consider it essential to explore solutions that provide real-time, timely data to inform decisions on operations and system optimizations.
3. Predictive Maintenance and Fleet Management
Flecha Amarilla performs predictive maintenance, or proper vehicle upkeep, providing a solid benchmark for travelers. According to Alberto, they implement strict maintenance through continuous monitoring with telematics platforms, allowing for anticipation and safety for both passengers and drivers.
We have a list of items that are preventively replaced based on the operation, even when the unit or part doesn’t show wear. We realize that this ‘expense’ is an investment that ensures good service and safety for everyone involved in the operation—passengers and drivers alike. Operationally, it also ensures the availability of an optimal fleet.
Alberto Juárez, Maintenance Manager at Grupo Flecha Amarilla.
Alberto also highlights the importance of efficient fleet management by tracking metrics such as fuel efficiency and tire wear. These metrics are complemented by driver training, ensuring optimal unit operation. For Flecha Amarilla, fuel consumption is one of the industry’s most significant expenses, making its management a daily priority.
Driver training and preventing drivers from operating a bus without the necessary training also greatly benefit fleet maintenance. It prevents misuse or improper operation from leading to long-term failures for Flecha Amarilla.
4. Technology and Road Safety
The use of telematics also plays a crucial role in operational safety and efficiency. This technology allows Flecha Amarilla to monitor driver behavior in real-time, from speed to abrupt braking.
Predictive maintenance, fleet management, and telematics are used to make us more efficient as a company and increase bus availability, thus enhancing traveler satisfaction.
Alberto Juárez, Maintenance Manager at Grupo Flecha Amarilla.
Meanwhile, Ricardo explains that safety and regulatory compliance are fundamental pillars of mobility services. Providing safe transport meets an expectation that travelers assume is given and that doesn’t need explicit communication.
However, it is crucial for Flecha Amarilla to maintain continuous driver training on road safety and traffic regulations. In a context where Mexico’s road infrastructure and traffic conditions present specific challenges, this training enables drivers to adopt a proactive attitude that reinforces passenger safety.
To ensure safety, Flecha Amarilla develops emergency protocols and logistics plans that guarantee service continuity, even in unforeseen circumstances, especially those arising from external factors.
Ricardo notes that there are tools today that help understand driver behavior. However, he emphasizes the importance of identifying what can be addressed in real-time and what should be studied based on trend data from bus sensors.
For instance, if I want to know what I need to train my driver in, I first have to study the trends and behaviors recorded by the bus sensors, then analyze them to determine where reinforcement or correction is needed through targeted, specific, and efficient training.
Ricardo Pinto, Planning and Operations Manager at Grupo Flecha Amarilla.
This monitoring and feedback approach has enabled the company to improve safety and create personalized training programs for each driver, thus enhancing the customer experience.
Innovation in the transport sector is essential to tackle the industry’s current and future challenges. Grupo Flecha Amarilla is leading the change by integrating advanced technology into its operations, proactively managing fleet maintenance, and promoting continuous driver training.
As the industry advances, the commitment of companies like Flecha Amarilla to innovation and customer satisfaction sets them as role models, ensuring efficient, safe transportation and a high-quality user experience.
by Marisol Morelos | Oct 22, 2024 | Updates
With the Competitor Monitor, you can now track occupancy in advance.
The Competitor Monitor is one of our partners’ most valuable tools for observing and analyzing market behavior, enabling them to develop differentiated strategies to enhance their competitiveness.
Through the Competitor Monitor, we make tracking the performance of your routes and schedules within your market easier. This helps you create Revenue Management strategies to boost your company’s occupancy rates and revenue.
Given the importance of this module, which is part of our Revenue Management System, our product and development teams continually introduce updates to enhance the user experience and usability of this digital tool. This ensures that your operational teams can always access agile and efficient technology to optimize their market monitoring processes.
For instance, a few months ago, we introduced the Occupancy Trend chart, which shows how occupancy rates have changed from the observation day to 10 days prior.
Now, in addition to having a chart that displays this information, the development team has also added the Occupancy by Days of Anticipation chart. This feature allows you to forecast occupancy trends for the next 10 days for each route and schedule registered in the Competitor Monitor as the departure date approaches.
With this metric, your operations team can more easily track the profitability of each trip and develop strategies to drive more sales, ensuring optimal occupancy for each route and schedule.
The Competitor Monitor is your operational team’s essential tool to gain a more strategic perspective, anticipate market trends, and increase revenue.
Market Occupancy Percentage in the Competitor Monitor
An important metric integrated into the Competitor Monitor’s data is the occupancy percentage by competitor. This gives bus company operations teams valuable insights directly within the platform
The occupancy percentage chart offers the following benefits:
- Easier visualization of competitor occupancy within the selected timeframe.
- Quick identification of when a competitor’s occupancy exceeds your own.
- Identification of the competition’s supply directly linked to their occupancy.
The Competitor Monitor is the only tool available that offers bus companies both price tracking and occupancy data. This unique combination enables companies to analyze the supply and demand of each competitor individually. By providing valuable insights, we empower bus companies to enhance their digital growth. If you’d like to learn more about the Competitor Monitor, send us an email, and we’ll be happy to schedule a free demo.
by Marisol Morelos | Oct 21, 2024 | eCommerce, Newsroom, Revenue Management
Here are key tips from our experts to help bus companies optimize their performance during the high season.
The high season is crucial for bus companies, offering an opportunity to maximize revenue and attract new customers. However, this period also brings increased competition and variability in demand, making it essential to have a well-designed strategy that optimizes both the traveler’s experience and the company’s profitability.
Having a comprehensive approach that includes dynamic pricing, digital marketing, and a focus on customer satisfaction can make the difference between a highly successful season and one filled with challenges. To make the most of these opportunities, we’re sharing key tips from our experts to help bus companies optimize their performance during the high season.
Before diving into these strategies, it’s important to identify the main challenges to overcome to implement a comprehensive plan that addresses each critical aspect and achieves goals during peak demand periods.
What Are the Main Challenges to Overcome During the High Season?
Bus companies face significant challenges during the high season, particularly in managing demand and last-minute ticket sales. Saturation can complicate operational efficiency in the face of increased passenger volume, so it’s essential to have robust and scalable eCommerce systems that provide a frictionless experience.
An effective way to anticipate these difficulties is through data analysis, which helps identify destinations and schedules with higher search volumes or purchase intent. This way, companies can adapt their operations and resources based on expected demand, optimizing their responsiveness and enhancing customer satisfaction.
Historical data analysis is crucial for identifying demand patterns based on dates, destinations, and schedules. Companies can use this information to adjust ticket availability, create specific promotions, and adjust rates to attract travelers in advance. –Jose Luis Landaeta, Head of Customer Success at Reservamos SaaS.
According to Jose Luis, to develop an efficient high-season strategy, monitoring several key metrics, such as the average advance purchase time, route occupancy rates, the percentage of cancellations and changes, and customer satisfaction is essential.
Best practices include implementing quick ticketing systems for last-minute tickets, using dynamic pricing to adjust prices in real time, and improving customer service through chatbots or virtual assistants that address frequently asked questions.
It’s also important to measure eCommerce conversion rates, identify high-demand routes, and evaluate the effectiveness of marketing campaigns in driving traffic. These metrics provide valuable insights for refining strategies, ensuring efficient operations, and maximizing revenue.
A great opportunity for companies is to integrate data from all sales channels to optimize their omnichannel strategies. By unifying, storing, and organizing traveler interactions across each sales channel, companies can offer a uniform and personalized shopping experience at all touchpoints. –Jose Luis Landaeta, Head of Customer Success at Reservamos SaaS.
Steps for a High-Season Omnichannel Strategy
1. Plan Your Revenue Management Strategy
During the high season, travel demand is excessive, and bus companies often think that a revenue management strategy means keeping their prices static. However, an optimal revenue management strategy is based on analyzing opportunities to increase the base price, as long as it’s done intelligently.
Mitl García, Revenue Management Consultant at Reservamos SaaS, shares that a strategy that is often very useful is to increase the base price by 5%, especially on routes focused more on vacation destinations, such as beaches or popular tourist spots.
It’s vital to focus on these increases. However, each company should know its regions and know which markets are strong, which are weak, and where there is a need for an incentive, if necessary. My suggestion is to focus on the best routes or high-demand ones because these will have a guaranteed 100% occupancy. That’s where there is an opportunity to raise the base price. –Mitl García Martínez, Revenue Management Consultant at Reservamos SaaS.
Mitl recommends that companies prepare their revenue management strategies about three months in advance, although the lead time will depend on each company. Some companies, for example, load their strategies at the beginning of the year and adjust as they see changes. Others have a lead time closer to the high season.
Revenue management strategies help encourage travelers to purchase in advance. For high seasons, launching strategies early is very helpful because it enables you to measure how many people are buying in advance, thus better managing your offer or extra routes. –Mitl García Martínez, Revenue Management Consultant at Reservamos SaaS.
Mitl emphasizes that revenue management should not be confused with promotions but is an intelligent way of selling. Many factors prevent revenue management from being classified as a promotion.
A promotion will always have an expiration date, whereas revenue management strategies are not created to have an expiration date but to become a way of managing a company’s revenue in a smarter, more dynamic way. – Mitl García Martínez, Revenue Management Consultant at Reservamos SaaS.
With these strategies, bus companies are trying to encourage and create a new purchasing habit through advance purchases, the right channels, reaching the right customer, and offering the right price at the key moment.
2. Define Your Digital Marketing Strategy
During the high season, bus companies can maximize their sales with well-planned digital marketing strategies. It’s crucial to maintain continuous investment throughout the year, adjusting the budget based on demand: increasing investment during high-demand periods and reducing it during low periods.
Additionally, testing different types of advertising campaigns can provide insights into which ones work best and align with traditional search campaigns. By finding those campaigns that yield good results, companies can focus on maintaining them and making them an integral part of their marketing strategy.
Data analysis is an invaluable resource for personalizing campaigns and enhancing customer experience during peak demand. Thanks to historical data, companies can identify high-demand periods and the most requested routes or destinations.
Furthermore, analyzing auction statistics, such as impression volumes, clicks, and click-through rates (CTR), can identify areas for improvement. This information enables companies to tailor their campaigns to respond effectively to travelers’ interests and needs.
To foster traveler loyalty and generate long-term loyalty, bus companies should focus on the customer experience. Conducting surveys to measure the NPS helps understand users’ perceptions of the service, which is essential for implementing improvements. Offering benefits like e-wallets or loyalty points also helps encourage loyalty.
It’s also important to reinforce messages about the benefits of the service and spread them across all channels to strengthen communication. Another good practice is to conduct individual interviews with users to gain an in-depth view of their concerns and further personalize the experience.
3. Strengthen Digital Payment Security and Increase Conversion Rates
The integration of digital payment solutions improves the user experience and increases sales conversion during peak demand seasons.
Most digital payment solutions are designed to be used on mobile devices, making it easy for users to conduct transactions from their phones. This is especially important during the high season, as a large portion of traffic comes from mobile devices. –Pamela López, Head of Finance & Payments at Reservamos SaaS.
With over 450 million mobile phone users, according to Statista, mobile payments have become one of the cornerstones of e-commerce in Latin America and the Caribbean. Specifically, in 2020, the value of such transactions exceeded 38 billion USD in the region, and it is expected to surpass 100 billion by 2025.
Diversifying payment methods, according to Pamela, is also essential for providing convenient options that drive purchases, such as promotions for interest-free months or discounts with specific cards.
Digital payment solutions (like wallets) are often faster and easier to use than traditional payment methods. This reduces the time users spend in the payment process, minimizing frustration and increasing the likelihood of ticket purchases.
It’s important to consider that security is also a crucial part of offering a favorable online shopping experience. Therefore, companies should consider the following for this high-demand season:
- Two-Factor Authentication
You can offer the option of two-factor authentication for high-risk purchase attempts. This way, you give customers an option to proceed with their purchase while keeping the transaction secure. An example of this is the 3D Secure protocol, an online payment authentication system designed to enhance the security of electronic purchases made with credit or debit cards. It aims to prevent unauthorized transactions and combat fraud.
- Monitoring Suspicious Activities
Implement fraud detection systems that analyze transactions in real time. This includes using algorithms that identify unusual behavior patterns and notify the security team. Alternatively, you can adjust parameter settings based on expectations for the high season, such as a higher purchase frequency and a higher average ticket size.
- Ease and Clarity in Refunds
Establish a clear and straightforward process for refunds in case of cancellations or changes. This increases consumer trust and improves the shopping experience by offering greater flexibility.
Pamela mentions that companies should optimize the mobile experience since many users make purchases from their devices. A smooth payment platform with large buttons and simplified forms not only facilitates the purchasing process but also improves customer satisfaction by making each transaction quick and accessible.
The high season represents a valuable opportunity for bus companies to drive revenue and expand their customer base, provided they adopt a comprehensive strategic approach. By managing pricing intelligently, implementing digital payment solutions, and continuously improving the customer experience, companies can effectively adapt to demand challenges and ensure efficient and secure service.
Additionally, monitoring and analyzing real-time data enables for strategy adjustments to maximize profitability. By prioritizing traveler satisfaction and operational efficiency, bus companies can not only respond to the demands of the high season but also establish sustainable practices that strengthen their long-term market position.
