The coach industry is often considered a declining industry. CPT’s Coaching Conference showed how technology challenges this notion
The message at the CPT Coaching Conference last Wednesday (15 November) was loud and clear: With new technology and innovative ideas coming into the market, there’s no sign of the coach industry slowing down.
In his keynote address at the conference held at Volvo’s premises in Warwick, CPT President Ian Luckett talked about the industry’s future and stressed the importance of operators embracing new technology and moving with the times.
He said: “The aspirations and demands of our customers grow every year and the world around us is very consumer-led now. Most coach and bus operators, traditionally, have been operational-led, but that is going to change – and it has to change otherwise we won’t be here in five or 10 years’ time.”
Working together
Steven Salmon, CPT’s Director of Policy Development, discussed the power of crowd-sourced platforms, which he described as “potential substitutes” for the services coach operators provide.
Answering the question of whether these platforms are friends or foes, he said: “You could see some disruption in the market where you are established, but you might find you are able to get into a market you, up till now, have not been able to – so that is a potential plus for coach operators.”
Putting this into theory, Thomas Ableman described the concept of his company, Sn-ap, which offers intercity coach travel. It allows regional operators to come onboard and bid for journeys they wouldn’t usually do, thus utilising their vehicles and reaching a market they wouldn’t ordinarily reach.
Grey’s of Ely MD Richard Grey talked about social media and the ways operators can use it to effectively strengthen their business, using examples from his experiences where it has been, and is, successful for his firm.
“We are now doing business in times where customers and the customers of the future are glued to social media. It’s a different environment we are working in and you’ve got to take that on board with your business,” he said.
Compliance technology
The conference also highlighted ways technology can help operators stay compliant.
TruTac Sales Manager Jack Chapman demonstrated how its new walk-round check app, CPT Daily Checks, works.
Steve Fox from the Office of the Traffic Commissioner (TC) told operators how they can manage their O-Licence online and urged them to ensure their details are correct via the website. “We will at some point switch off paper correspondence with the Office of the Traffic Commissioner,” he said, with all correspondences being digital in the next two years.
Barry Kennedy and Saskia Legate from Volvo described its fleet management services and the advantages telematics has to operators and vehicle compliancy.
The future
LetsJoin’s Director of Digital Innovation in Transport Sam Glover spoke about how the company provides on-board media content to passengers. Already established in the bus and rail industries, Mr Glover told operators that he would like to work with those with wi-fi to be able to get a better insight into the needs of the wider coach industry and its customers.
Kieran Fitsall from Westminster City Council used the borough as a case study of how technology is being used in an attempt to make parking in London safer, easier and fairer.
He discussed the ways parking processes have been streamlined, including the paying for parking by phone and ground sensors at parking bays which provides real time availability on parking spaces in Westminster via an app. In the future, there is the potential to pre-book on-street parking.
CPT’s Operations Director, Keith McNally, spoke about the General Data Protection Regulation (GDPR) – which comes into effect next May – and what coach operators should be aware of.
“It is the biggest change to data protection law for a generation. It effectively takes the Data Protection Act (DPA) to a new level,” he said.
Operators are responsible for their data and need to continue to ensure that it is protected and handled correctly – staff training, auditing, HR processes are all thing to bear in mind.
Mr McNally advised operators to seek legal advice or visit the Information Commissioner’s Office’s website if they require any further information about the GDPR.
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CPT’s Coaching Conference highlighted the importance of operators keeping up-to-date with new technology and why embracing the digital world has its advantages.
Each industry expert showed different ways different technology is progressing and the ways operators can, and should, use it to benefit their business.
Types of technology that keep operators compliant, provide a platform to communicate with both staff members and customers, deliver a great customer experience, as well as making coach parking easier, were discussed and should all be considered by operators who want to keep up with the times.
As John Johnson, the CPT Chairman concluded: “Technology is changing and it will change our businesses. Now we’ve got to understand it and move with it.”
In short
Confederation of Passenger Transport
The Confederation of Passenger Transport (CPT) is a trade body that represents the UK’s coach and bus industries.
It works to enhance the reputation of both industries, and its primary role is lobbying for the good of its members.
CPT organise a number of events throughout the year across the UK for its members, including this free-to-attend annual coaching conference.
