Indian Railways

CRM system

By:-
Devan Chauhan &
Bhaskar Roy
Shubh Yatra
 Exclusive Benefits for
SBI Railway Card Holder
• Money back up to 10% on AC ticket
• 0% transaction charges
• 1 SBI railway point for every Rs. 125
• Rs. 10 lacs free personal accident protection
• Tank up at any petrol pump with 0% fuel surcharge
• Once you have a minimum of 500 Railway Point, you can
redeem them for FREE Railway Tickets at www.irctc.co.in
• * In 1st Class AC, 2nd Class AC, Executive Chair Car and
AC Chair Car travel only depends on journey date
 Booking of tickets
• The fares of IR is one of the cheapest in the world.
Indian Railways was the first in the country to
introduce computers for the passenger reservation
system and advanced passenger information
system. They have also developed the integrated
management information system covering the
entire network in the country.
• The launch of IRCTC has made life simpler of
thousands of passengers who travelled through IR.
 IRCTC
IRCTC, basically a marketing arm of Indian Railways,
handling catering, hospitality and tourism function was
given mandate of building and operating an online
reservation system, which has turned out to be Asia’s
biggest E-COMMERCE story, contributing more than
50% of IRCTC’s revenues.
• IRCTC is a very functional website which came up a few
years ago where passengers could check availability of
tickets, availability of trains in specific days and routes.
• The IRCTC reservation site allows passengers to buy
tickets, pay for them using debit/credit cards, check
train fares, routes and seat availability in real time and
also receive alerts about rail schedules
• The hottest area in payments systems today is
payments through mobile phones. Users no
longer need to carry credit cards, with the
mobile phone itself acting as a wallet. Besides,
India is a booming market for cellular phones.
IRCTC has realised this and is now looking at
taking this route—soon you should be able to
book tickets from your mobile itself.
• IRCTC already uses m-commerce i.e it sends
sms alerts, when a passenger books tickets
through its website.
 Passenger information
• Indian Railways has launched a 24/7 mobile service
number 139 which gives passengers, information about
train arrivals/departures, PNR status etc. through both
manual and Interactive voice Response system(IVRS).
• IR has developed the Centre for Railway Information
System ( CRIS) which gives every information about
train status, arrivals and departures online. Some of the
websites for railway information are:-
• www.indianrail.gov.in
• www.trainenquiry.com
• www.erail.in etc..
• IR has significantly enhanced customer
service, tracking service and many other
personalized service that are offered any time
and any where.
• The ride quality is far better in rail than on
roads at least in India. And rail is far more eco
friendly and energy efficient mode of
transportation.
• Indian Railways still enjoys the customer
“goodwill” and a “loyal” workforce..
Indian Railways: At your
Service- since 1853