As a leading company on the transportation and logistics market in Brazil, Viação Águia Branca transports an average of 11 million passengers per year to seven states in the Southeast and Northeast regions. With quality and safety in the transportation of different loads, the Águia Branca is increasing its operational focus in the country.
In the past, all Água Branca’s back offfices at the ticket points of sale were partially automated. This required an alternative solution to keep the managerial aspects of all sectors integrated, thereby promoting user-friendliness, and flexibility for all the needs that could arise.
Prisma – Robust system for ticket sales management
The Prisma is a fully web system developed by ISG to unify the processes, the sale of tickets, commercial aspects (targets and commission) and the fiscal controls of the Viação Águia Branca.
The development of the Prisma allowed the visualization of each agency´s balance, the management of all documents, as well as the commercial management with its sales goals for each agency and the respective payment of commission to the agency and booking officers.
Controlling all the financial and selling aspects of the ticket sale, the integration with the data collectors allowed to:
- Speed up the agencies’ cash budget monitoring
- Ensure transparency in revenue accounting
- Expedite the verification of process failures by the audit
- Have an accurate overview of the ticket sales process
- Integrate the ERP (SAP) of the Águia Branca Group
Driver Management System
The Driver Management System (DMS) stands out among the safety differentials of the Águia Branca transport system. All the data and results of exams performed by the drivers before and after the trips are stored in the DMS, such as the test of sleepness and fatigue, breathalyzer and interviews that evaluate the physical and psychological conditions of the drivers.
Following rigorous clinical procedures, 1500 active drivers perform monthly examinations to improve the quality of sleep and the driving skills of the drivers, thus avoiding sleep disturbances and excessive fatigue on the driver´s part during the trips.
After the exams are carried out, the results are stored into the system and show if the driver is able to board. All data also provide a basis for future consultations and the data history, so that sleep medicine physicians can make the assessment to help the selection of drivers. The system information includes:
- Driver’s record
- Number of consultations
- Results of exams
- Permissions for each driver (E.g.: if he can drive at night or not)
- Driver ability control
- Future examinations and consultations
Occurrence Management System
The OMS (Occurrence Management System) is a system developed by ISG to control occurrences that take place during the travel period of the Águia Branca buses. All kinds of events are recorded, such as a flat tire, a broken lamp, or compliments and complaints made during the trip. All events are sent to the system and received by those responsible to be cleared and resolved.
Of the more than 2000 monitored journeys, 1300 monthly occurrences are received on average – both operational and administrative ones.
The OMS is integrated into the video monitoring system of each vehicle that records the driver’s vision during the route, improving the visibility of obstacles on the roads. In addition, the system still evaluates the tachograph of all vehicles.
CSS – Customer Satisfaction Survey for Viação Águia Branca
In order to improve quality service and be closer to the customers, ISG developed the CSS – Customer Satisfaction Survey for the Viação Água Branca to perform frequent surveys in order to evaluate customer satisfaction with the services of the three segments of the company: tickets, parcel delivery and bus rental service.
In the past, there were only two assessments per year with a company hired to do the consulting. However, this did not help collecting good data for analysis, due to surveys being carried out with small samplings and with a limited number of people.
The company’s scope of services required a software able to capture this data via the web. From this need emerged the CSS. The system sends an email to each customer right after the trip with questions that evaluate the customer’s opinion about the services offered by the company.
With the system, it is possible to assemble dynamic survey forms with questions and with different answer options. The software fully adjusts to the needs of the company at different times. Another feature of the system is the possibility to monitor the number of surveys sent and, out of these, how many have been answered.
The CSS can be used for passengers´ surveys and rental for tourism. In this case, an email message with a service satisfaction survey is sent to the person responsible for the contract.
Of the 90 thousand monthly sales, 30 thousand surveys are sent, with an average return of 3 thousand responses.
- Real-time survey and results
- 100% customizable surveys
- Low cost compared to previously used method
SIGET – Tourism Management System
The SIGET was developed by ISG to replace the system used previously by Viação Água Branca to perform all management tasks of the Tourism sector of the companies Águia Branca and Salutaris. Among the main improvement points that the Management System offers are the ease of use and flexibility to adapt the system to any VAB needs.
The system used previously made it difficult for the business units to access it and it was affected by the slowness that hampered the business development.
With SIGET, it became possible to:
- Quickly generate budgets with preconfigured features
- Control the sale after closing
- Consult new sale targets
- Evaluate the sales impact
- Monitor the preparation, control and conclusion of the trip
- Control travel occurrences and the drivers’ change
- Control the conclusion of the trip: closing and trip tachograph
Overall, 11 operating units use the system throughout Brazil and more than 4 million driven kilometers related to tourism were commercialized yearly.