Implantação de aplicativo de informação ao cliente para empresa de transporte ferroviário de passageiros: caso aplicado a Companhia Paulista de Trens Metropolitanos - CPTM

Abstract

This thesis presents a proposal for implementing a customer information application for Companhia Paulista de Trens Metropolitanos (CPTM). The application aims to enhance the user experience by providing real-time access to information on train schedules, delays, line interruptions, and other features that facilitate passenger travel. A comprehensive analysis of the segment, the competitive environment, and a market diagnosis were conducted to identify the key functionalities the application should offer, including: Realtime train schedule lookup; Real-time train tracking; Receipt of notifications about delays, line interruptions, and other relevant information; Journey planning; Access to station maps; Submitting complaints; Identifying services available at stations. The implementation of the customer information application for CPTM will bring several benefits to both the company and passengers. For the company, the application will enable improved customer communication, increased user satisfaction, and reduced operational costs. For passengers, the application will facilitate trip planning, reduce station waiting times, and provide a safer and more comfortable travel experience. The development and implementation of the application proposed in this thesis represent a unique opportunity for CPTM to enhance communication with its passengers, offer superior service quality, and build a relationship of trust and loyalty with its customers.