Prentice & Ticketer: a decade of partnership, taking value further

Meet Prentice

Prentice of Haddington’s, based in East Lothian, has been serving local communities for decades. A family-run operator with deep roots in the region, Prentice prides itself on embracing innovation to improve both passenger experiences and operational efficiency, and has become known for its commitment to reliable, accessible, and passenger-centric services.

As one of Ticketer’s earlier adopters and having worked in close partnership for over 10 years, Prentice has continuously evolved its services in partnership with Ticketer — from ticketing, QR and contactless payments to advanced features like Schedule Adherence.

Maximising Value: Ticketer Portal Health Checks

Having worked with Ticketer for over a decade, the team at Prentice were confident they were making the most out of the solutions available to them. But when their Ticketer Customer Success Director visited to conduct a Ticketer Portal Health Check, the session uncovered a host of new capabilities for them to create operational efficiencies with.

The Ticketer Portal Health Check – part of Ticketer’s ongoing commitment to helping customers get the most from their systems, and a new process devised for customers in 2024 – involves a detailed review of each operator’s Ticketer Portal setup to ensure the latest features and improvements are activated.

During the session, the Ticketer and Prentice team worked through several enhancements that were immediately switched on, including:

• Enhanced Tracking (Tracking V4) – providing instant visibility of vehicles, services, drivers, and passenger counts in real time.
• Colour-coded Schedule Tracking – adding a new ‘very late’ alert colour to quickly flag issues at a glance.
• Metro (Mini Metro) – giving Prentice more granular schedule adherence data, right down to individual stops, helping monitor performance more precisely.
• Insights Hub Activation – unlocking a powerful analytics platform to quickly generate reports and investigate passenger data and trends.
• Night Mode – improving driver usability with display adjustments for low-light conditions.
• Plus more!

The Outcome: Small System Adjustments. Big Impact.

Since the Ticketer Portal Health Check, Prentice has seen immediate improvements in both visibility and efficiency. With enhanced tracking and new visual cues, the operations team can spot potential delays faster and respond proactively, keeping services running smoothly and passengers informed.

For Ross Prentice, owner, these small but impactful updates transformed the way Prentice uses the Ticketer Portal day to day.

“It was almost like stepping into a new version of Ticketer,” he said. “There were features we didn’t even realise were available, and now they’re saving us time and helping us react more quickly.”

Turning on the Ticketer Insights Hub has already made reporting easier. Instead of manually extracting and cross-referencing data, Ross can now generate targeted insights in seconds – for example, identifying passenger volumes at specific stops to inform operational decisions and discussions with local authorities.

The session also reignited engagement with the Ticketer Portal, ensuring Prentice continues to benefit from the full value of its technology investment.

“We’ve always had great support from Ticketer,” Ross added, “but this Health Check really stood out. It wasn’t just a check-in — it was someone sitting down with us, showing us what’s possible, and making real improvements there and then.”

Highlights

• New processes implemented to build upon the 10+ year partnership between Prentice Coaches and Ticketer.
• Ticketer Portal Health Check revealed new, free features ready to activate:
• Immediate, tangible benefits from a short on-site session.

Want to know more?

If you’ve got questions on our products or the Ticketer experience, reach out to our friendly team and we’ll be happy to help.

Contact Us