Innovative Port Automation from Carus is creating new efficiencies for ferry operators
This article was first published in the Spring/Summer 2017 issue of International Cruise & Ferry Review. All information was correct at the time of printing, but may since have changed.
Eliminating waiting time is a challenge that ferry operators the world over are continuously looking to address. After all, a smooth and effective check-in and boarding process leads to happier customers who are more likely to spend on the ship.
But achieving this manually is no easy feat. “Customer expectations are higher than ever,” says Jacob Pettersson product manager of Port Automation at Carus. “With this in mind, ferry operators are increasingly looking at automated systems to realise new efficiencies.”
Danish ferry operator Faergen is a pioneer in this respect. Without the need for a passport check, Faergen has been able to automate the check-in process so much that it has reduced the average waiting time from over two minutes to less than 10 seconds.
“Faergen’s check-in process takes advantage of automated check-in booths which can take payment for new bookings,” explains Pettersson. “On the occasions where a customer needs help, there are customer services representatives who operate the system remotely from the port control office in Bornholm – from there they can see and manage all of the port check-in areas across Denmark.”
Pettersson explains that, unlike in traditional scenarios, the staff in the central Faergen control room are not idle at any time. “These staff can actually anticipate problems and call through to passengers before they even know they’ve got an issue,” he says. “They also do other tasks for the rest of the business when there are no customers to help.”
Many operators have now installed, or are considering, elements of what Faergen has done. “They are also looking at additional functionality from Carus such as implementing number plate recognition systems which not only save precious seconds in retrieving booking information, but also use vehicle dimensions to more efficiently load the ferry and tailor selections so that customers who haven’t pre-booked only see relevant options,” Pettersson says.
“The Carus package is totally unique in that we offer a complete end-to-end service. All elements are plug and play and everything integrates into our booking system. Alternative payment devices much like those used in toll road systems are also integrated into the Carus system to enable one payment device to be used across roads, bridges and ferries – improving the overall travel experience further. Faergen and Carus are pioneers in this technology. I’m excited about the impact it will have on the ferry industry as a whole in the years to come.”