How DB Connect automates three mobility brands with OMQ

DB Connect uses OMQ for Flinkster, Call a Bike and StadtRAD — automatically answering recurring inquiries about bookings, tariffs and availability. Since 2013, across all channels.

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How DB Connect automates three mobility brands with OMQ

DB Connect is a subsidiary of Deutsche Bahn and operates three of Germany's best-known mobility brands: Flinkster, Call a Bike and StadtRAD. Every day, customer service receives numerous inquiries about bookings, tariffs and availability — strongly seasonal and across multiple channels. Since 2013, DB Connect has relied on OMQ to answer these inquiries fully automatically and permanently relieve the support team.

OverviewDB Connect

Industry: Transport & MobilityBrands: Flinkster, Call a Bike, StadtRADProducts: AI Chatbot, AI Email Bot, Intelligent Help Page, Smart Contact Form, Ticket System AssistantCustomer since: 2013Region: Germany

Results that convince

Seasonally scalable reliable even during peak periods

since 2013 OMQ customer

All products in use

“In addition to OMQ Contact, we also use OMQ Assist. With this extension, new articles can be created at the touch of a button during the inquiry processing workflow. Our knowledge base is therefore always up to date. Managing the questions and answers in the clear interface is very easy.”

Kathrin Bergmann Head of Customer Service, DB Connect

The challenge

Three mobility brands, different service requirements, one support team — and a strongly seasonal fluctuation in inquiry volume. Especially in summer, inquiries about availability, tariffs and app usage increase significantly at Call a Bike. At the same time, bookings, cancellations and rebookings for Flinkster and StadtRAD must be reliably answered around the clock. This cannot be scaled with a purely manual team.

One knowledge base for three brands

DB Connect uses OMQ for all three brands simultaneously — with a central knowledge base that supplies all channels. Customers of Flinkster, Call a Bike and StadtRAD find answers on the help page themselves before they even submit an inquiry. The AI sorts topics in real time by inquiry frequency — bookings, tariffs, availability, app problems — and guides users directly to the right solution. Maintained once, immediately available for all brands.

One knowledge base for three brands

Automated across all channels — for all three brands

With OMQ, customer inquiries are resolved fully automatically across all channels — even during the summer season when inquiry volume at Call a Bike increases significantly. Chatbot, contact form, email bot and ticket system assistant all draw on the same knowledge base and deliver consistent answers across all channels. This permanently relieves the support team and ensures reliable service — around the clock, for all three brands simultaneously.

Automated across all channels — for all three brands

AI email bot answers a customer inquiry in the ticket system

“OMQ simply reimagines customer service in a perfect way! The further development of their products and the introduction of new ones makes the company a sustainable partner in customer service for me and for us.”

Christoph Augenstein-Drescher Senior Consultant Passenger Communication, DB Regio Baden-Württemberg AG