Digital invoice management: Keolis Commuter Services’ innovation in Boston

Context: an operational challenge with broader implications

Across the Keolis Group, subsidiaries operate within complex transport environments where operational reliability is essential. In Boston, the commuter rail operation identified a significant challenge in its invoice management processes, which relied on manual handling, multiple communication channels and limited visibility.

Invoices were received by email or on paper, then manually processed and approved through unstructured workflows. The absence of a centralized digital register made it difficult to track invoice status consistently and increased the risk of delays and data inconsistencies. While this process operated in the background, it consumed time and resources that could otherwise support day-to-day operational efficiency.

For Keolis, public transport innovation depends not only on frontline services but also on the efficiency and robustness of internal operations. Therefore, addressing this challenge became part of a broader commitment to improving operational performance through digital invoice management. 

Rather than pursuing a large-scale system replacement, the Boston teams chose a pragmatic approach, leveraging artificial intelligence, that aligned with Keolis Group principles and local operational realities.

Innovation: a structured and scalable invoice management solution

The digital invoice management solution developed by Keolis Boston focused on structuring and automating the Group's existing technology environment. Artificial intelligence plays a central role, automatically extracting key information from invoice documents and verifying data reliability. By leveraging Microsoft Dynamics 365 and the Power Platform, the team implemented an automated workflow covering the entire invoice management cycle, from reception to approval. Once validated, invoices are routed through a standardized approval workflow that can be accessed through email, collaborative tools or directly within the Enterprise Resource Planning (ERP) system.

This initiative demonstrates a measured application of smart mobility technology to internal operations. The solution enhances operational efficiency, remains cost effective and can be enhanced over time. Regular reviews allow the teams to assess usage, identify improvement opportunities and add functionalities as requirements evolve.

Equally important is the emphasis on change management. From the outset, teams responsible for invoice processing were closely involved, alongside finance control and IT. This collaborative approach supported adoption, clarified responsibilities and ensured that the solution addressed real day-to-day challenges.

Benefits: improved data quality and operational efficiency

The introduction of the new invoice management solution delivered tangible improvements in daily operations. Manual handling was reduced, workflows became more consistent and invoice data is now centralized within a single digital register. 

Next steps: sharing experience across the Keolis Group

At the local level, the digital invoice management solution continues to evolve. The Boston teams regularly review the system to assess performance and identify opportunities for further improvement. This approach reflects a commitment to continuous enhancement rather than a one-time transformation.

At the Group level, Keolis is positioning the Boston initiative as a benchmark experience. The objective is to share lessons learned and demonstrate how subsidiaries can improve operational processes by leveraging existing digital tools. This perspective is particularly relevant in the context of the Group's discussions on the harmonization and evolution of its integrated management systems (ERP).

By highlighting the Boston solution as a practical example, Keolis encourages other entities to explore similar initiatives adapted to their own contexts. This knowledge-sharing approach supports innovation while maintaining alignment with Group standards and governance.

Through initiatives such as this, Keolis continues to strengthen public transport innovation from within. By improving internal processes through digital invoice management and smart mobility technology, the Group enhances efficiency and creates the conditions for consistent operational performance.