PKP Intercity announces the launch of a procurement procedure for a CRM (Customer Relationship Management) system using functionalities based on artificial intelligence (AI). The implementation of the new tool will increase the efficiency of the processes carried out in the following areas: marketing, sales and customer service, which will contribute to raising the standard of passenger service.

The new CRM system will allow PKP Intercity to gather information about the history of purchases and interactions with customers in one place. As a result, offers and support will be better tailored to the individual needs of each passenger. This will be possible thanks to the optimisation of business operations and a greater focus on the individual needs of customers in the B2C and B2B segments.

“We wish to make every journey with PKP Intercity not only safe and comfortable, but also tailored to the individual needs of our passengers. For us, the implementation of the CRM system is a step towards even more personalised service and a better understanding of our customers’ expectations. It is an investment in the satisfaction and convenience of travellers, who will thus be able to benefit from offers tailored to their needs and communicate with us more easily using various channels. It is also our contribution to the development of digital technologies in the railway sector”, said Tomasz Gontarz, vice-president of the management board of PKP Intercity.

The implementation of CRM will require integration with dozens of systems and databases of the national carrier. This is one of PKP Intercity’s most important undertakings, involving 12 of the company’s organisational units.

According to PKP Intercity, recognising the potential of new technologies in creating traveller experience, CRM will include AI-based functionalities. 

Adrian Andrzejewski