Local technology partners are the best fit for bus operators

Published January 17, 2025 in Blog

When it comes to choosing the right technology provider to help streamline your bus operations, the importance of locally based support teams cannot be underestimated.

Trapeze’s Enterprise Resource Planning platform known as TIMS, and our Planning and Scheduling solution called Austrics, are tailor-made to solve the unique challenges faced by bus operators. In addition, our customers can rely on local support delivered by consultants based in Brisbane, Sydney, Melbourne, Adelaide, and Auckland.

We sat down with Trapeze ANZ Bus Operations Manager, Suzanne Bolland, to discuss why having software development, implementation, and customer support experts close to your key locations can be a game changer for bus operating companies.

How do TIMS and Austrics customers benefit from our locally based teams?

It really comes down to delivering a better experience for our customers in Australia and New Zealand. A local team can respond much faster to issues because we’re right here when needed. For something as critical as bus Day of Operations software, where even a small downtime can impact services, our ability to resolve issues quickly creates an advantage for that customer.

There’s also the intrinsic value of face-to-face interactions. Spending time with customers helps us to understand their local processes, which then makes it easier to understand their challenges or customisation needs. Sitting across the table helps us diagnose pain points and find tailored solutions.

You mentioned tailored solutions. Does being local help with that?

Localisation is so significant in this industry. Bus operators in our region face unique challenges, from traffic patterns to compliance with government legislation and integrating with other local systems. A support team with years of experience in the same region understands these nuances better.

For example, our success creating TIMS payroll software for New Zealand companies managing compliance with their notoriously complex Holidays Act was made possible because of the strong local relationships we had developed. It’s the kind of project that a global provider could struggle to grasp without being deeply embedded in the region.

Speaking of relationships, how does this improve the individual user’s experience?

Personal connections are a big part of what we do at Trapeze. Having a local team allows us to build stronger trust with our clients. When we can visit a site to deliver a TIMS installation, conduct Austrics training sessions, or support a depot stocktake process it makes a big difference.

These interactions also help us stay proactive. It’s not just about solving problems when they happen, but ensuring users get the most out of our software every day. That’s a focus area for us in 2025. We’re equipping our team with the resources and tools to ensure every customer feels empowered to use our system to its full potential.

Does being in the same time zone make a difference to operational efficiency?

Absolutely. When you’re in the same time zone, it’s easier to collaborate in real time. There’s no lag waiting for someone halfway across the world to wake up and respond to a support ticket.

Cultural familiarity also plays a role, as we speak the language of Australian public transport. This reduces communication barriers, ensuring our customers don’t have to spend more time explaining themselves or resolving problems caused by misunderstandings. And when remote troubleshooting isn’t enough, we can quickly send someone on-site. That’s something global providers just can’t do.

Can having a local team save your customers money?

It can. For one, our customers don’t have to pay the costs associated with bringing in teams from overseas. But the bigger cost savings come from minimised downtime.

When an issue gets resolved quickly it prevents disruptions to operations, which saves money in the long run. A bus operator dealing with delays because of scheduling system issues could lose significant revenue and also lose the trust of their passengers. We work hard to ensure that doesn’t happen.

How does a local team support innovation and product improvement?

When you are close to your clients, you get to hear their formal and also informal feedback firsthand. This gives us stronger market insights that directly inform how we evolve our software.

For example, several of our recent updates, such as improved compliance tools and more robust traffic integration, were driven by direct feedback from our regional customers. That’s the beauty of being local, as we are constantly in touch with the needs of our market and can adapt quickly to meet them.

Any final thoughts on why it matters to be local?

At the end of the day, it’s about providing value that goes beyond the software solution itself. Being local means we’re not just a service provider. Rather, we are a partner who understands the challenges of running bus operations in Australia and New Zealand and is invested in our clients’ success.

That’s what sets us apart. We’re not just building software, we are building relationships and delivering solutions that work for our customers in the depot and out on the road.

Get in touch

At Trapeze we want to work as your local partner, delivering benefits such as faster response times, tailored solutions, and cost savings for your organisation. The TIMS and Austrics technology is ready and so are we, so let’s have a conversation and find out how we can all benefit.

Mode of Transport

Bus

Solutions

Bus Planning and Scheduling (Austrics), Bus Enterprise Resource Planning (TIMS)

Meet the author

Suzanne Bolland

Operations Manager, Trapeze ANZ Bus

Connect on LinkedIn

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