Case Study: Leading Global Railway Operator achieves seamless passenger journeys and unified digital identity with Thales OneWelcome

Leading Global Railway Operator transforms Digital Identity for seamless passenger journeys with Thales

Leading Global Railway Operator faced fragmented digital systems—eight separate online platforms with different architectures and authentication—causing customer frustration and operational inefficiency. To modernise identity infrastructure and meet security and compliance requirements, the operator partnered with Thales OneWelcome and implemented a centralised CIAM solution from Thales OneWelcome.

Thales OneWelcome unified all eight platforms into a single, scalable identity platform, delivering one secure login across web, mobile and kiosks and smoothly migrating more than 750,000 customer profiles with no service disruption. The Thales OneWelcome deployment improved operational efficiency, reduced manual administrative work, enabled personalised passenger services (real-time updates and new payment methods), and increased customer satisfaction while ensuring compliance and future scalability.