Background
Big Bus Tours (BBT) is the world’s largest operator of open‑top sightseeing bus tours, operating in 25+ cities across four continents. With hundreds of buses today, BBT helps millions of tourists explore annually. They partnered with us to build a new communication channel that engages customers early, drives advanced online ticket sales and attraction upsells, and enhances its Net Promoter Score (NPS) through improved customer service.
The challenges
Addressing the
critical gaps
The majority of ticket sales occurred through street vendors, resulting in zero customer data capture and no opportunity for post-purchase engagement or upselling.
No visibility into customer journey patterns, route preferences, or usage frequency.
Frequent customer complaints about confusion on bus frequency, diversions, and closures on routes.
Travelers needed live route guidance, parking navigation, and integrated connections to ridesharing and metro systems to support complete door-to-door journeys.
The challenges
Addressing the
critical gaps
The majority of ticket sales occurred through street vendors, resulting in zero customer data capture and no opportunity for post-purchase engagement or upselling.
No visibility into customer journey patterns, route preferences, or usage frequency.
Frequent customer complaints about confusion on bus frequency, diversions, and closures on routes.
Travelers needed live route guidance, parking navigation, and integrated connections to ridesharing and metro systems to support complete door-to-door journeys.
The Robosoft solution
Built a mobile platform that enables online ticket sales and in-app upselling, eliminating street vendor dependency and capturing customer data.
Developed and curated comprehensive customer personas to understand behaviors and needs throughout their journey.
Implemented strategic in-app upselling that meets diverse ticketing needs while maximizing revenue through personalized and user-friendly upselling practices.
Built a visual location experience with live maps and bus stop finders features, with a big focus on highlighting the top things to do across all locations.
Improved in-app chat, live and recorded commentary to enhance training for drivers and CSRs.
The Robosoft solution
Built a mobile platform that enables online ticket sales and in-app upselling, eliminating street vendor dependency and capturing customer data.
Developed and curated comprehensive customer personas to understand behaviors and needs throughout their journey.
Implemented strategic in-app upselling that meets diverse ticketing needs while maximizing revenue through personalized and user-friendly upselling practices.
Built a visual location experience with live maps and bus stop finders features, with a big focus on highlighting the top things to do across all locations.
Improved in-app chat, live and recorded commentary to enhance training for drivers and CSRs.
Clear outcomes
that drive growth
Established a new digital revenue stream through direct online ticket sales.
Improved NPS through enhanced customer service, in-app chat, and real-time information.
Rated 4.8 on the App Store with over 5,400 verified customer ratings reflecting a best-in-class digital experience.
Testimonials
Our clients’ words reflect the trust and impact we strive for in every partnership.
From the outset, we were impressed with Robosoft’s attention to detail and their assessment of our tender request. We have been thoroughly impressed with both Robosoft’s approach to the project and the apps they’ve created for us.
Andy McIntyre
eCommerce Manager, Big Bus Tours
Build digital experiences that drive customer loyalty
