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Chennai Metro Rail transforms ticketing experience for 1.7 million monthly commuters through WhatsApp
59%
Ticket bookings via WhatsApp
1.7 million+
Monthly commuters leveraged WhatsApp
Opportunity
To meet modern passengers’ expectations, CMRL identified opportunities to enhance
their ticketing experience.
- Handle High Traffic : Managing vast numbers of daily passengers and ticket transactions was increasingly challenging.
- Enhance Digital Experience : Providing a modern, digital method for ticket purchase.
- High Reachability and Ease of Use : Ensuring the new system is accessible and user-friendly.
Solution
CMRL partnered with Karix to leverage the WhatsApp Business Platform, transforming the ticketing process into a digital-first, highly accessible service. The solution included:
Impact
With ticket booking on WhatsApp, CMRL has seen significant improvements in customer engagement and operational efficiency.
- 59% ticket bookings via WhatsApp with the foundation day campaign.
- 1.7 million+ monthly commuters leveraged QR code, WebView and WhatsApp Native Checkouts to enable hassle free travel.
- 85% of passengers, as per the feedback survey, appreciate the convenience and speed of the service while booking tickets on WhatsApp.
- 11% increase in WhatsApp ticket sales was observed over the last 10 months.
Summary
Chennai Metro Rail Limited (CMRL) partnered with Karix to streamline its ticket booking service through WhatsApp, offering a fast and convenient digital solution for passengers. This service improved operational efficiency, enhanced customer satisfaction, and led to a significant increase in ticket sales while reducing paper ticket usage. This transformation underscores CMRL’s commitment to adopting innovative technology to elevate the passenger experience.
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K A Manoharan
Advisor (Signal & Telecom) Chennai Metro Rail Limited
Partnering with Karix to implement the WhatsApp-based ticketing solution has been transformative for Chennai Metro Rail Limited. The integration was seamless, and the user-friendly chat interface has made ticket purchasing incredibly easy for our passengers. In the first nine months, we observed a remarkable 11% increase in WhatsApp ticket sales, significantly reducing congestion at physical ticket counters and vending machines. The real-time updates and customer support features have greatly enhanced our service reliability and convenience. Overall, this solution has not only boosted passenger satisfaction but also led to considerable operational cost savings
Chennai Metro Rail Ltd. (CMRL) is integral to Chennai’s daily life, serving over 250,000 passengers daily. CMRL has revolutionised urban travel by providing a fast, reliable, and safe metro service, significantly contributing to the city’s growth and making daily commutes convenient. (Source)
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