Malayan Railways Limited (Keretapi Tanah Melayu Bhd, KTMB) introduced cashless self-service ticketing kiosks with PAX IM20 to improve customer convenience and avoid counter and online congestion for the Electric Train Service (ETS), KTM Intercity and KTM Komuter Utara services. NSS IT deployed IM20 integrated into the cashless self-service ticketing kiosk.
Customer profile
KTMB is the main railway operator in Peninsular Malaysia, providing regional, inter-city and commuter rail services across the network. NSS IT Solution is a Malaysian owned IT company whose core expertise covers from customized software development to hardware integration for clients specifically in the public transport industry, by shaping a dynamic and interconnected ecosystem that streamlines the business operations and amplifies existing business capabilities. AS an ICT expert in Malaysia, PAYSYS specializes in the credit card industry for various financial institutions.
The challenges
Previously, passengers could only use cash to buy tickets in the self-service machine when taking the train in KTMB. If they needed to use cards to pay, the ticketing counter was the only choice.
KTMB was looking to improve efficiency in the ticketing process and provide customers with a fresh experience by selling tickets in the train station’s self-service kiosks, in addition to the regular ticketing booth.
The railway operator was also looking for a new payment infrastructure to enhance customers’ payment data security at its ticket counter while helping KTMB adhere to the new standards and accept electronic payments more easily and securely.
The solution
NSS IT, the kiosk's total solution provider, worked with Paysys and PAX to provide KTMB with an innovative point of sale applications that work both online and on-site.
KTMB deployed the kiosks equipped with PAX IM20, the all-in-one unattended payment terminal, to streamline the ticketing process and offer convenient self-service, including support for online ticket purchases with in-person printing and pick-up ticket at the train station. PAX IM20 allows KTMB to securely accept all forms of electronic payments, even with discounts.
The new system is for customer convenience, and mainly to avoid counter and online congestion. Feedbacks were positive, and many said it's a very apt peak period method.
The solution brought the following benefits:
- Maintain safety and health standards in the fight against COVID-19
- Provide a secure and convenient way to collect card payments for fares
- Enhance passengers' on-board experience with acceptance of secure card payments with upgraded technology to accept EMV and NFC
- Enable the purchase and pick-up of tickets
- Enhance integration with online systems
