Australia Air Express

29 October 2009

Connex Melbourne has had a long standing, strong and successful relationship Platypus dating back to 2000. It was at this time that Platypus and Connex Melbourne embarked on the development of an SMS system that would inform customers of any delays or cancellations on the Melbourne rail network. Since our introduction, Platypus has shown great proficiency and professionalism in all our business communications. The initial build of the system threw up many challenges which Platypus was able to expertly identify and bring to a resolution.

Our SMS Updates system built up rapidly from its public launch in April, 2004 and currently our database has registered over 50,000 users among the 220,000 passengers using Connex trains each weekday, and the number of registrations continues to grow steadily.

Major advantages for our customers are:

Registration is simple and the service is generated automatically on the basis of the information commuters provide;

The service is customised to individual needs and allows people to amend their travel plans and make the most of their time on the basis of the timely, reliable information they receive relating to train service disruptions;

It is provided instantly; ␣ It is free of cost to the user; and ␣ There is an inherent safety benefit in that knowing when to arrive at the station avoiding the need to wait on the platform for an extended time;

We also use the system to send messages to key staff members to keep them up to date with any complications with the performance of the network as well as service delivery figures.

SMS Updates has become an essential and imperative business tool to Connex. The reliance and importance of this system for our communications has grown significantly. Customer expectation is increasing and providing them with timely and accurate information is critical. Platypus has been able to maintain a steady hosting environment for the system which has withstood and endured some significant loads in times of crisis when we are trying to communicate with our customers.

I believe Platypus are unparalleled in this space and have been accommodating with all requests for enhancements. Their delivery in their development, support, customer service and working ethic has been exceptional.

I would encourage any business looking to communicate with their customers using mobile technologies to employ the expert and customer focussed services of Platypus. Their software development and client relationship make them a leader in the marketplace and their expertise, proficiency and professionalism have made our SMS products a success.

Shane Antrobus

Marketing Systems Manager Connex Melbourne