Fresh Bus, an electric intercity bus service provider in India, has introduced the Unified Customer Journey (UCJ), a digital platform designed to simplify the travel experience for passengers. The UCJ consolidates essential journey information into a single, real-time mobile link, covering the entire trip from booking to drop-off.
Once a ticket is booked, passengers automatically receive the UCJ link via SMS and WhatsApp. This link includes ticket confirmation, live tracking of the bus, contact information for the onboard captain, images of the boarding point, updates during the trip such as meal stops, and drop-off details. It also features a built-in micro-survey to collect feedback and assess Net Promoter Score (NPS) at the end of the journey.
Founder of Fresh Bus, Sudhakar Chirra, explained that many customer concerns arise after booking, such as uncertainty about boarding locations, how to track the bus, or whom to contact. He noted that the UCJ provides a clear and centralized view of the journey, addressing these common issues.
Unlike other services that offer fragmented communication, Fresh Bus’s UCJ brings all key post-booking information into a single interface. The platform is built on React.js and Node.js, with Firebase and AWS S3 supporting static content like images. Live tracking is enabled through GPS APIs, and a custom content management system allows route-specific updates without engineering involvement.
Currently operating across several routes in southern India, Fresh Bus is gradually expanding its network. It remains the only intercity bus operator in the country offering this kind of integrated digital experience.