Amsterdam Central Station now has a new main entrance on the side of the IJ river. Travellers using this entrance come into the IJ Hall where Van Keulen Interieurbouw has been able to create the OV Ticket and Information Shop for Dutch railway operator, Nederlandse Spoorwegen (NS). Here travellers can get advice about travelling and other services, not just from NS but from all of the other public transport providers in the city. Martine van Gerven, Project Manager for Service Formats at NS tells us about the concept.
Making life easier from door to door
“Modern travellers are already able to do a lot of things for themselves using the internet and apps. We are responding to this at the OV Ticket and Information Shop [from the Dutch Openbaar Vervoer (public transport)] by providing a higher level of service. We want to make the lives of travellers easier from door to door and to answer all of their queries about public transport, whether these involve buses, the metro or trains. We share the premises of the OV Ticket and Information Shop with the other public transport providers for Amsterdam. This means that we now offer a whole lot more than the old information desks used to. We still sell tickets, but we now offer a wider range of services. When a customer comes in, he or she is approached proactively by one of our employees, who will search for the best recommendations together with the customer.
“This partnership suited us very well. Van Keulen Interieurbouw say what is needed and do what has been agreed. They take a no-nonsense approach.“
Martine van Gerven, Project Manager for Service Formats at NS
Open and accessible
This format demands a different and more open shop lay-out and other ways of working. Customers can access the desks from all sides and now there is no glass between customers and members of staff. Customers are even able to solve issues using the interactive screens, or they can do this together with a member of staff who will be able to devote more time to this.
Van Keulen Interieurbouw: a no-nonsense approach
We requested quotes from various companies. Van Keulen Interieurbouw came out as the best company in terms of costs and planning. This partnership suited us very well. Van Keulen Interieurbouw say what is needed and do what has been agreed. They take a no-nonsense approach. When finer details needed to be adjusted, they did not make a fuss. Furthermore, they provided us with excellent ideas for improvements. The final result is spectacular. We have seen customer satisfaction rise dramatically, which was our objective in the first place.”