IT teams at bus companies in Latin America optimize operations and improve the customer experience through in-house solutions and technology partners.
IT teams in bus companies in Latin America play an essential role in optimizing operations and improving the passenger experience. Their structure and focus vary according to the size and goals of the company, but in general, these teams focus on key aspects such as data management, maintenance of online ticketing systems, and implementation of route analysis and operational efficiency tools.
They tend to be compact and multifunctional, although they face limitations due to budget constraints and the need for highly specialized personnel. This has driven the search for specialized technology partners.
By outsourcing IT tasks, these companies can quickly access specialists in cybersecurity, software development, and advanced analytics without incurring the high costs of hiring in-house, a process that can take several months. Third-party providers allow for greater scalability, reduce operational risks, and offer cost flexibility, which is beneficial in a constantly evolving market.
Some companies don’t have such a big technology area and what they do is outsource a lot of these services. There are others that are in the process of improvement and are trying to develop their internal team and build some things. We are a mix because we consider that there are some value solutions that we deliver internally, and there are others where we prefer to look for an experienced partner to do it for us. -Armando Rodríguez Trespalacios, Technology and Organizational Management Manager at Expreso Brasilia.
Armando shares that he has seen in the bus sector that companies are working to improve by developing and adopting new technologies. He considers that the transportation sector is a sector that has understood the need to enhance the services it offers, through a digital evolution, and by means of very strong technology areas, with its own people or with the help of outsourcing services.
How are the IT teams of bus companies in the region made up?
To understand the make-up of an IT team, we will take as a reference Expreso Brasilia, a bus company based in Colombia.
According to Armando Rodríguez, technology leader, most of the profiles in Expreso Brasilia’s IT team are systems engineers, some specialized in software development, others in requirements gathering, and several certified in Scrum or agile methodologies. They also have professionals certified in information security, such as CCNA, and some are obtaining the CISSP certification, specifically focused on cybersecurity issues.
In addition, there are industrial engineers responsible for gathering requirements and building user stories, which allows the team to evaluate and design appropriate solutions. Within the innovation area, there are specialists in business intelligence and data analysis, as well as management profiles, who collaborate in the analysis and development of valuable solutions for different areas of the organization.
The IT team of this company, according to Armando, is very robust and has very well-defined responsibilities, that is, the scope of each of the team members is very clearly delimited. The team is made up of three areas with specific tasks, which we will explain in more detail below.
The first area is responsible for information security and telecommunications infrastructure. Armando specifies that for Expreso Brasilia is very important for information security because they offer online services and make some kind of transactions through digital channels. That is why they work to ensure information security throughout each online transaction.
The second area is dedicated to developments and associated projects, where engineers and business analysts work, who are responsible for raising the requirement and delivering it so that the team works on the development.
In some cases, we manage internally, while in others we use third parties to increase speed and take advantage of their expertise. When we do not have the specialized knowledge, we prefer to collaborate with a technology partner who has expertise in the area. In this way, we gain speed and manage to develop a mature and secure product in less time. -Armando Rodríguez Trespalacios, Technology and Organizational Management Manager at Expreso Brasilia.
The third area is focused on innovation, where there is a team in charge of reviewing everything that is happening in the world and how to adapt and adopt it at Expreso Brasilia. All of them work under a Scrum methodology, based on the concepts of agility.
Choosing a specialized technology partner
Today, there are many technology providers, and there is often a “boom” in which they all seem to offer the same solutions. A few years ago, the big data boom flooded the market, and now the same is happening with artificial intelligence (AI).
However, Armando shares that finding a technology partner that truly integrates these trends with consistency and evolution is a challenge. Technology and services must not only be aligned with the latest fad but adapt and grow consistently to be useful in the long term.
That is precisely what Reservamos SaaS manages to convey to us. Unlike other providers, its approach to AI is not limited to exaggerated promises, but to practical and realistic solutions that deliver tangible value. Generative artificial intelligence, in this context, works as a support and not as an absolute substitute; Reservamos SaaS understands this and applies it so that we can use the technology to enhance the customer experience without compromising quality. -Armando Rodríguez Trespalacios, Technology and Organizational Management Manager at Expreso Brasilia.
Reservamos SaaS has developed machine learning-based tools that learn from user interactions. From last searches to tickets purchased, these tools personalize and enrich every shopping experience, helping our customers find what they want efficiently.
Technology plays a key role in the modernization of bus companies in Latin America, enabling them to adapt to user expectations and improve their internal operations. IT teams in this industry are often cross-functional and face challenges due to both budgetary constraints and the need for specialization, especially in cybersecurity, software development, and data analytics.
Collaborating with specialized technology partners offers a strategic solution to cover these critical areas, allowing companies to access advanced skills without incurring the high costs of hiring and training.
This combination of an in-house IT team and third-party support allows not only greater operational flexibility but also the development of innovative solutions that enhance the customer experience and optimize operational management in a market that demands constant innovation.
