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Pelion goes Above and Beyond for Lothian, Proving Power of Connectivity Partnership and Relationship

June 10, 2024 — 4 min read

Client: A five-year partnership goes from strength to strength as Pelion steps up to boost Lothian’s connectivity resilience

Lothian plays a vital role in helping people in Edinburgh and the surrounding area travel around their region, connecting passengers and visitors with essential bus services. More than 700 vehicles run day and night under the banner of its six operating companies. Its fleet is one of the most modern and environmentally friendly in the UK.

Pelion has supported Lothian for more than five years. In 2017, Lothian recognised a need for a new connectivity partner, to help make wireless connectivity more effective for operational effectiveness and customer experience.

Lothian invited UK network providers to pitch their case for supporting its Wi-Fi solution on their fleet of vehicles. Philip Lock, Strategic Systems Manager, was part of this procurement process and recalls that “Pelion didn’t deliver a PowerPoint presentation that told us how good they were - they simply talked to us. It was immediately clear that the extent of their technical knowledge and understanding of our needs went far beyond others.”

Easy and cost-effective partner choice

Choosing Pelion seemed both technically optimal and cost-efficient. “A key factor in our decision to appoint Pelion really was the benefit of working with such a knowledgeable and experienced technology partner, at a competitive price,” he added.

Through Pelion, Lothian acquired fast 4G backhaul connectivity on an optimised data tariff. Pelion’s connectivity service enabled Lothian to provide passenger Wi-Fi, implement remote CCTV downloads and health reporting across its fleet, and deliver critical real-time information technologies through onboard equipment which will provide vital links to multiple customer-facing platforms, as well as provide its drivers with the latest journey information. Lothian has added further connected solutions since, including Electronic Ticketing Machines and a contactless payment system.

There are now approximately 2,000 Pelion SIMs deployed across ticketing, real-time information systems and passenger Wi-Fi solutions.

Pelion has delivered on its reputation for reliable and dependable connectivity throughout. In turn, Lothian has upheld its own reputation for delivering great customer service, keeping passengers well informed and providing the services they need, using smart connected devices across their network.

Most importantly, Lothian’s spend on vital data services is closely aligned with its needs, enabling it to plan and budget effectively. Lothian has enjoyed comparatively lower connectivity costs while maximising operating efficiency through remote monitoring to minimise the need for in-person checks.

Relationships really matter

Almost six years on, Lothian has no qualms about the original decision. Philip said: “We have a very good relationship with Pelion. Our account manager is easy to reach, and we have found first and second line support very easy to speak to also – everyone talks to one another, and the most impressive thing is that it doesn’t take long to get a response.”

Relationships that work even when put to the test are valued. “Pelion’s reaction has been fantastic when it has really mattered. Not only in the form of help from our technical support engineers, but working collaboratively with other equipment providers, and demonstrating visible commitment from senior Pelion executives in helping ensure resolution.”

On numerous occasions Lothian has had positive proof that it can rely on the technical proficiency of Pelion’s people, just as much as it can rely on the robust connectivity Pelion provides. As Philip put it: “It cannot be overstated just how crucial it is to have a connectivity network you can rely on with the technical ability to utilise it across our various use cases.”

He continued: “Even when we’ve encountered technical issues across our device estate, Pelion have gone above and beyond. They’ve helped us overcome some really difficult situations through being flexible, approaching challenges objectively and with a genuine willingness to help. If anyone’s thinking of which connectivity provider to go with, look no further.”