National Express Selects Rhythmyx 5.5 from Percussion Software to Manage Newly Re-developed Web Site

London - 29th November 2004 - National Express, the largest scheduled coach services provider in the UK, has selected Percussion Software’s Enterprise Content Management (ECM) solution, Rhythmyx 5.5, for the launch of its redesigned Web site. Rhythmyx will allow National Express to transfer content ownership to business users so that it can carry out changes quickly and easily to reduce reliance upon the IT department, centralise the management of digital assets, and keep travel information up-to-date through integration with the online booking system.

National Express is a division of National Express plc, which includes Midland Mainline, Silverlink, Gatwick Express, Stanstead Express, as well as other transport businesses in the UK and overseas. The company travels to more than 1000 destinations in the UK and 500 in Europe, under the Eurolines brand. The drive behind the Web site initiative was a focus on the customer and a desire to make the Web site the number one sales channel. It required an ECM system that would allow for ease of use, compliance with accessibility standards, improved management and navigation of the site, as well as the consistent presentation of its brand image.

“Year on year we have seen an average increase of approximately 50% in bookings generated by Web sales. It is therefore imperative that customers using the site have a positive experience, and we believe that Rhythmyx is the best solution to help us maintain high customer satisfaction and retention levels,” commented Kevin Milnes, digital media manager, National Express. “Being able to transfer content ownership to business users will enable us to be more flexible and responsive for our customers and immediately communicate factors that might be impacting our service 24 hours a day. Rhythmyx’s Active Assembly capability will allow our content authors to group and rearrange content in Web pages, and establish links, for example, to direct users to special offers and promotions on the site, while ensuring content is presented in a consistent format.”

The overhaul of the company’s Web site follows a new company focus on improving the customer experience at every touch point. It was noted that the online booking process for customers was too long and that Web links were often broken or incorrect. Rhythmyx’s Intelligent Relationships functionality automatically establishes relationships to manage content dependencies and connections, ensuring that customers will no longer be frustrated by inconsistent links and can easily access the information they need.

Initially, Rhythmyx will be used to manage the main National Express site, but Rhythmyx’s unique De-Coupled Delivery capability, which separates content from the production environment, will allow National Express to reuse content and publish to multiple sites, without incurring any additional licensing costs and without compromising the design or architecture of their delivery applications.

“It is essential that companies like National Express have Web sites that are well managed, up-to-date, content rich and easy to navigate to ensure that customers return time and time again,” said Joseph Wykes, managing director European operations, Percussion Software. “Rhythmyx will provide National Express with an excellent platform for driving revenues and communicating with its customers.”