About the Client

The client is one of the biggest Metro Rail Limited services offering Mass Rapid Transit System across Chennai city. The metro rail has a mix of underground and elevated sessions with 5 metro lines (2 operational & 3 under construction).

70.7 Million

Annual Ridership

42

Stations Across the City

  • The client wanted to automate & transform the entire process of the physical train ticketing system for its 250K+ daily commuters in order to reduce waiting time. 
  • Due to the overflow of customers at ticket entry-points during peak hours, there were difficulties in providing solutions related to payments, cancellations, and train route queries to customers. This creates a doubt on fulfillment of customer experience on a daily basis. 
  • Automation of ticketing systems through WhatsApp were the core requirements since ticketing through Apps consumed a quite reasonable amount of time for customers. 
  • In order to reach a wider customer base, the client wanted the ticketing system to be implemented both in English and Tamil languages.
  • Twixor team built a custom and dynamic self-serve virtual assistant to streamline and automate ticketing process over WhatsApp which is easy-to-use, scalable and quick to book. 
  • To keep the digital ticketing system secure, the Dev team implemented WebView feature, a kind of PWA technology to make payments without exiting from WhatsApp screen. 
  • Along with 10+ use cases, the team also created 2 separate use cases namely, Favorite Routes and Recent Routes, that enables daily commuters to book tickets for a couple of days in wholesome. 
  • During the development of the project, the team had to experience payment status issues since the Bot is integrated with Ford Mobility and Billdesk to make API calls for every ticket booking through WhatsApp. 
  • Implemented QR code and Rich cards to enable WhatsApp-based QR ticketing service for hassle-free travel experience. 
  • Twixor team developed an intuitive dashboard to keep track of ticket bookings, number of users, total revenue acquired and other analytical reports based on each use case.

Business Impact

2755K+ 

Total Tickets Issued thru WhatsApp from date of launch (May 2023 – April 2024)

6+ Crores INR

Total Revenue Acquired through Ticket Bookings

11,500+

Avg Ticket Booking Per Day

1/3rd (18%)

of Reduction in Commuters’ Queue Torment During Peak Hour Rush

Technology & Third-party Integrations 

This practice involves custom integration of tools, platforms and managing of APIs.

Use Cases

Book Your Tickets

Know Journey Fare

Favorite Routes

Nearby Stations

Update Profile

Solution Screenshots

Here are some sneak-peeks of the overall data visualized in an engaging way based on each use case.

Favourite Routes

Booking Details

Ticket Fare Details