Bluebridge - Ferry Check In

Bluebridge Ferries, a premier New Zealand ferry service, partnered with Phosphor to transform their check-in process. This case study unveils how Phosphor's self-service kiosk solution, integrated with Bluebridge Ferries' management system, streamlined operations and enhanced passenger satisfaction.

The Project

Bluebridge Ferries is a prominent ferry service provider operating between the North and South Islands of New Zealand. With a strong commitment to providing top-notch customer service and enhancing passenger experience, Bluebridge Ferries identified the need to streamline their check-in process at their passenger terminals.

The Challenge

Bluebridge Ferries wanted to modernize their check-in process to reduce wait times, improve passenger convenience, and optimize staff resources. Their existing manual check-in system was time-consuming and led to long queues during peak hours, negatively impacting passenger satisfaction. They also aimed to integrate the new self-service check-in kiosk solution with their existing ticket and management system for seamless data synchronization.

The Solution

Bluebridge Ferries partnered with Phosphor to develop and implement a state-of-the-art self-service check-in kiosk solution. Phosphor's team of experts conducted a thorough analysis of Bluebridge Ferries' requirements and designed a customised solution to meet their needs.

Key Features of the Self-Service Check-In Kiosk Solution:

  1. User-Friendly Interface: The kiosks were designed with a user-friendly interface, making it easy for passengers to use. Passengers simply needed to input their booking number to access their booking details.

  2. Booking Retrieval: The system was integrated with Bluebridge Ferries' reservation system, allowing passengers to retrieve their booking information seamlessly.

  3. Ticket Printing: After retrieving their booking, passengers had the option to print their boarding passes and tickets directly from the kiosk.

  4. Payment Processing: For passengers with outstanding payments, the kiosks enabled secure payment processing, allowing passengers to clear any dues conveniently.

  5. Multi-Language Support: To cater to the diverse passenger base, the kiosks offered multiple language options for ease of use.

  6. Integration with Backend: Phosphor's team seamlessly integrated the self-service check-in kiosk solution with Bluebridge Ferries' management backend system. This integration ensured real-time data synchronisation between the kiosks and the company's central reservation and inventory management system.

Implementation Process:

  1. Design and Development: Phosphor designed and developed the kiosks with a focus on user experience and efficient data processing.

  2. Testing and Quality Assurance: Rigorous testing was conducted to ensure the kiosks functioned flawlessly and met the highest standards of security.

  3. Deployment: The self-service check-in kiosks were strategically placed at Bluebridge Ferries' passenger terminals, ensuring easy access for all passengers.

  4. Training: Bluebridge Ferries staff were provided with comprehensive training to assist passengers when needed and maintain the kiosks.

The Result

The implementation of Phosphor's self-service check-in kiosk solution yielded several significant benefits for Bluebridge Ferries:

  1. Reduced Wait Times: Passengers could check in faster using one of the two available kiosks, leading to reduced wait times and improved customer satisfaction.

  2. Efficient Resource Utilization: With the automation of check-in processes, Bluebridge Ferries could optimize their staff resources and assign personnel to other critical tasks.

  3. Enhanced Passenger Experience: The user-friendly kiosks provided passengers with a convenient and hassle-free check-in experience, enhancing overall passenger satisfaction.

  4. Real-time Data Synchronization: Integration with the backend system ensured that booking and payment information was always up-to-date, reducing the risk of errors and discrepancies.

  5. Streamlined Operations: The new system streamlined operations and reduced the administrative burden on staff, leading to improved overall efficiency.

Phosphor's self-service check-in kiosk solution successfully transformed Bluebridge Ferries' passenger check-in process, making it faster, more efficient, and passenger-centric. The integration with the backend system ensured real-time data synchronization and streamlined operations. 

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