We tell you how personalization in the online purchase of bus tickets improves the experience and profitability of each trip.
Personalization plays a key role in changing the landscape of online shopping and is similarly transforming the ground transportation sector, especially in the realm of bus companies. Just as consumers in industries such as retail expect a faster shopping experience tailored to their preferences, passengers seek personalized solutions when purchasing tickets for their travel routes.
Bus companies are beginning to apply artificial intelligence and personalization engines to implement this trend in their business, optimizing everything from the search experience to preferences such as seats, schedules, prices, and payment methods, based on users’ interests and behavior.
By adopting these technologies, companies improve the passenger experience and increase conversion rates, enhance customer satisfaction, and ultimately boost profitability, as has been demonstrated in multiple ecommerce industries.
In the competitive world of e-commerce, personalization has become a key tool for differentiating and building loyalty; this trend is also transforming the bus sector.
By transferring personalization strategies to online ticket purchases, ground transportation companies can offer users faster shopping experiences tailored to their preferences, from routes and schedules to favorite seats.
According to a study by Gartner, personalization is a strategy for differentiating customer experiences. It is frequently misunderstood as margin or inventory management, but it consists of providing the right experience at the right time to drive the desired outcome. This generates benefits such as higher revenues, customer satisfaction, and profitability.
Currently, personalization engines use sophisticated AI and GenAI to detect the customer’s intent and optimize their journey. According to Gartner, personalization engines are a technology that allows marketing professionals to identify, configure, execute, and measure the optimal experience for an individual, based on knowledge about them, their intent, and the context.
The impact of personalizing the purchase process in the ecommerce of Berlinas del Fonce
The digital evolution at Berlinas del Fonce, a bus company based in Colombia, has been driven by the ability to analyze and understand its customers’ behavior.
A few years ago, identification was based mainly on demographic data; however, with the advancement of technologies such as artificial intelligence (AI) and data intelligence, the company has been able to deepen its analysis of purchasing behavior. This allows it to identify specific needs and precisely optimize the customer journey.
Nowadays, technology allows us to understand and know our customers by their behavior. This enables us to identify their needs and optimize the purchase process with precise data. –Pedro Cobos, General Manager of Berlinas del Fonce.
Among the most important findings, Pedro highlights that users of digital channels are looking for faster transactions. This implies taking advantage of data and their preferences to streamline the purchase by reducing the number of clicks required.
We are giving value to the data and turning that data into profiling and understanding the entire customer journey. By knowing it and understanding where we can generate value, we will have many more commercial activities that provide the user with tools and ease for purchasing. –Pedro Cobos, General Manager of Berlinas del Fonce.
Personalization is already a reality at Berlinas del Fonce, but the goal is to take it to a level of hyperpersonalization. Shortly, the bus company plans to offer even more precise recommendations and anticipate the passenger’s needs before they even begin their purchase.
We want to focus on prediction to boost sales further. Currently, most tickets are purchased out of immediate need, rather than anticipating and encouraging users to plan their next purchase. –Pedro Cobos, General Manager of Berlinas del Fonce.
Reservamos SaaS, an ally for purchase personalization
Berlinas del Fonce has implemented tools from the Reservamos SaaS technology ecosystem to achieve these advances. These tools optimize the efficiency of the customer journey and enhance the online purchasing experience, ensuring that the ticket purchasing process meets the same quality standards as its in-person operations.
The impact extends to various areas:
Marketing: More effective campaigns thanks to detailed data on customer behavior.
Operations: Real-time adjustment of supply and demand to optimize route availability.
Technology and finance: Integration of data to improve accounting management and human resources administration.
At Reservamos SaaS, we personalize our allies’ ecommerce to fit each travel experience. One of Reservamos SaaS’s objectives regarding the personalized funnel is to minimize the number of clicks required to purchase as fast and simple as possible. This optimization is essential to improve the user experience, ensuring our solutions remain at the forefront in the bus sector.
Digitalization and the intelligent use of data have evolved how Berlinas del Fonce engages with its customers. Personalization in online purchases not only enhances the user experience but also optimizes the company’s operational and commercial efficiency.
The integration of artificial intelligence into this strategy is more than a trend; it is a necessity to remain competitive in a market that increasingly demands personalized and efficient experiences.
