Case Study: Metro Rail Corporation Automates QR Ticket Booking for 250K+ Daily Commuters with Twixor

How India’s 5th Longest Metro Rail Corporation Automated QR-based Ticket Booking System for Its 250K+ Daily Commuters Through WhatsApp

The Metro Rail Corporation, one of India's largest metro services, faced significant challenges with its physical ticketing system. With over 250,000 daily commuters, long queues during peak hours led to customer frustration with payments, cancellations, and route queries. To improve customer experience and reduce waiting times, they partnered with vendor Twixor to automate the ticketing process through WhatsApp.

Twixor implemented a WhatsApp-based virtual assistant that automated the QR-based ticket booking system in both English and Tamil. The solution integrated secure payments via WebView and APIs, along with features for booking favorite and recent routes. This resulted in the issuance of over 2.75 million tickets and generated revenue exceeding 6 crore INR within a year. The new system also reduced commuter queues during peak hours by 18%, significantly improving the travel experience.