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Developing A Large-Scale Passenger Loyalty Platform

First Line was engaged by a system integration firm as part of a larger IT transformation program for the end client, one of the world’s largest passenger railroad carriers.


First Line was engaged by a system integration firm as part of a larger IT transformation program for the end client, one of the world’s largest passenger railroad carriers.


Customer loyalty is fundamental to any business strategy, and it is especially true in today’s challenging economy. Implementing a successful customer loyalty program that engages and rewards the firm’s best customers provides it with a strategic business tool for increasing revenue and profitability.

Flexible and powerful technology is key to the success of loyalty programs. The loyalty software platform provides the core engine for the program by integrating with back-end applications, payment systems, marketing channels, and various third parties.

Facing tough economic conditions and increasing competition, the client decided to introduce a comprehensive loyalty offering to boost repeat sales. A decision was made in favor of building a custom solution over purchasing an off-the-shelf product. First Line was selected as the leading development partner.

First Line’s Solution

Our experts were responsible for the requirements elaboration, design, development, testing, integration and deployment of the core engine of the platform. In the first phase of the project, our team has delivered a loyalty system that includes the following functionality:

The platform was successfully developed on time and on budget, and first went live at the beginning of Q3 2012.

In addition to building the core platform and integrating it with the carrier’s website, the team also developed dedicated mobile applications for iOS, Android and Windows Mobile to give users access to their account and the opportunity to view account balance, account history and award options.

In the second phase of the project, our engineers implemented the real-time price optimization engine based on the product from Sabre Airline Solutions.

When a passenger tries to buy a ticket with his miles, the railroad’s legacy proprietary ticketing system first asks for the confirmation from the loyalty engine that this passenger has miles to redeem, and that there are award tickets remaining on that service. Once the confirmation is received, the ticket is issued, and the loyalty system deducts the appropriate number of miles form the passenger’s account. Now, in addition, the ticket transaction data is fed into the Sabre dynamic pricing engine in real time, and the prices for the remainder of the tickets are recalculated after each sale and fed back into the ticketing system.

Even though Sabre is a household name in the airline world, its product required significant customization to be applicable for a railroad carrier. Unlike in air travel, long haul train routes a large number of legs, and so the same seat can come to be occupied, in turns, by multiple passengers along the way. The complex logic responsible for making the seats on long distance train routes available for sales to passengers traveling on the subsequent legs of the train’s journey, as well as all the interfaces between the loyalty platform, the pricing engine, and the ticketing system were designed and developed by First Line’s experts.

Team size: 8
Total effort: 160 person-months

About Us

First Line Software is a premier provider of custom software development, technology enablement services and value-add consulting in big data engineering, digitalization, intellectual integration, industrial Internet, and IoT, digital media and marketing, and enterprise content management as well as healthcare IT.

Headquartered in the US, First Line employs 500+ staff globally. First Line team and company culture is centered around subject matter expertise, technical excellence, consulting capabilities and proven methodologies, with a strong focus on Agile and Intellectual Integration.

The company has been recognized with multiple annual rankings and awards by the International Association of Outsourcing Professionals (IAOP), Global Services, CorporateLiveWire, Insights Success and CNews. We were the first to be awarded the Scrum Capability Medallion by Scrum, Inc. Most recently, research firm Gartner included FirstLine in their first ever Market Guide for Technology Integrators (2014) and the Cool Vendor in Applications Services 2015 Report. We are active members in Object Management Group and Industrial Internet Consortium. FLS is also an EPiServer Premium Solutions Partner.