Israel Railway Bicycle Parking
Management of service calls, charges, and technicians
BikeBox is an innovative project of the Israel Railways to operate robotic bicycle parking lots for train users. For the purpose of realizing the project, the client requested to develop an information system that knows how to connect to the robotic system that was manufactured in Spain, receive from it indications regarding normality, display operational parameters in the customer service system, manage service calls subject to SLA rules, manage a collection system for end customers, allow customers access to their information through a website and IOS + Android apps + information kiosk near the parking lot.
The system serves thousands of users every day at 4 train stations in Israel and is expected to soon expand to more stations.
Registration to the system through a website or through an application
Communication with the eservice system for account verification before each use of the parking lot. The system manages the service call center subject to the SLA agreements, manages payment control, and enables efficient management of the field technicians
The information is presented to the service operators and system administrators using an advanced graphic dashboard. And advanced management is possible through a system of reports that can be produced in multiple and customized sections.
The client's main goal was to create a system for managing service calls that is simple to use for the end users, and effective management of the financial and operational systems of the unmanned robotic parking lots. To this end, the system was built in such a way as to allow the concentration of all customer data in one CRM platform, both in terms of the financial aspect and in terms of being able to respond to faults in the field while ensuring compliance with SLA goals, managing field technicians, as well as managing the financial account with the customer, including a smart BI and report system.
The system currently serves 4 parking lots scattered throughout the country, which are expected to grow to about 20 parking lots at the main train stations. The system is hosted in the cloud and enables multi-functional communication of both users, service managers, technicians as well as the railway management that oversees the day-to-day operations. The system enforces SLA agreements, enables easy and convenient service provision through a unique knowledge base embedded in it for the service operators, and also enables remote control of the health of the robotic facilities through constant communication with sensors present in each robotic facility.
