Arriva UK Trains appoints Nagarro to develop its digital customer platform

London: March 7, 2023: Arriva UK Trains has entered into a strategic partnership with global digital engineering leader Nagarro, as part of its plan to grow its digital customer platform, known as ACE (Arriva Customer Engine) and enhance the customer digital experience.  The platform is currently used by its UK train operating companies’ Chiltern Railways and Grand Central Rail, as well as its UK Bus business.

ACE is the companies digital retail and information platform, 100 per cent owned by Arriva and used by its customers to buy bus and train tickets, and to provide access to real-time service information.

ACE has been trading for five years and now has more than a million users a month. The platform has experienced significant growth since its initial launch with Chiltern Railways as customers have turned to digital solutions for purchasing tickets and finding service information.  Now it is enjoyed by customers of Grand Central and UK Bus.  Arriva has seen the number of customers using the app go from 10 per cent to around 45 per cent in recent years. The company has also experienced a surge in people checking journey information at home or on the go via the app.  

ACE is already a feature-rich mature retail platform, trusted by hundreds of thousands of customers to provide a quick, simple and convenient solution to buy and access tickets and to be updated on their travel plans, but it is now ready to be scaled up to the next level, setting it up for even wider adoption.

Neil Shah, IT & Digital Director at Arriva’s UK Trains division, said: “The digital revolution is changing the way people consume travel and we have a shelf-ready solution which we can now scale up in partnership with Nagarro.  This partnership comes at the right time in the ACE evolutionary process, and we look forward to working together to apply new creative energy and investment into ACE”.

Nagarro is a world-leading digital product engineering company, specialising in digital commerce, customer experience, AI and machine learning-based solutions, cloud, and immersive technologies. The company already has experience of working with Arriva on a number of IT related projects.

It is expected that the partnership will unlock the potential and capabilities within the platform, which will in turn allow Arriva to achieve its ambition of developing and delivering an industry-leading digital platform which is ready for wider use, providing an even better user experience.

About Arriva:

Arriva is a leading provider of passenger transport across Europe, employing around 40,000 people and delivering around 1.2 billion passenger journeys across 12 European countries. Arriva is part of Deutsche Bahn (DB), one of the world’s leading passenger and logistics companies. With buses, trains, coaches, trams, waterbuses, car and bike-­­­sharing systems, as well as on-demand transport solutions, Arriva proudly connects people and communities safely, reliably and sustainably, delivering services in a better way, every day in Czech Republic, Croatia, Denmark, Hungary, Italy, the Netherlands, Poland, Serbia, Slovakia, Slovenia, Spain and the United Kingdom.  For further information: www.arriva.co.uk

About Nagarro:

Nagarro, a global digital engineering leader, helps clients become innovative, digital-first companies and thus win in their markets. The company is distinguished by its entrepreneurial, agile, and global character, its CARING mindset, and its approach of thinking breakthroughs. Nagarro employs over 18,000 people in 33 countries. For more information: www.nagarro.com.   FRA: NA9 (SDAX, ISIN DE000A3H2200, WKN A3H220)