Category

Pick a topic

SNCF takes charge of its Digital Customer Relations

Ring Central Blog

Share

URL copied
1 min read

France’s national railway company, SNCF, is also a world leader in logistics and transport management. With more than 14,000 trains in circulation every day and 1 billion users moved around every year, SNCF is a huge part of the daily life of millions of travellers.

From passive to proactive

With an already significant presence on the web, SNCF long had to face an enormous volume of messages without having the high-performing tools it needed to manage its Digital Customer Relations.
Rather than waiting for customer requests to react to criticism and complaints, SNCF has decided to preemptively deal with queries by creating an online community. This is not only to reply to its customers’ questions more quickly, but also to involve them directly in the life of the business.

Discover Dimelo Communities

Measuring consumer expectations

SNCF quickly realised the importance of Customer Relations on digital channels. Their priority was therefore to transform customer requests into Customer Relations. This meant going from public relations to a more personal and therefore fulfilling message, via social networks or through a second platform that is entirely dedicated to customer service.

Find out about the SNCF success story

The Dimelo solution

Within the context of its digital transformation, SNCF has chosen Dimelo to set up its support community and manage its Customer Relations on social networks.
With 5 blogs and community platforms, 7 Facebook accounts and 9 Twitter accounts, the SNCF deals with 2,500 messages on the web, 11,000 messages on Facebook and 17,000 messages on Twitter every month.

Discover Dimelo Digital, the unified Customer Relations management platform

Originally published Apr 27, 2016, updated Sep 24, 2021

Up next

Digital Engagement

[Expert' Take] Cécile, Support Manager @Dimelo

We meet Support Manager Cécile, who answers a few questions between phone calls to clients all over the world. Hi Cécile. To begin with, can you tell us a bit about your career so far? Cécile: Hello! I came to Dimelo 2 years ago and now I’m the Support Manager. I studied languages: after finishing ...

Share

URL copied

Related content

Digital Engagement

6 Trends Shaking Up Customer Care in 2019

Digital Engagement

Chatbot Summit: the collaboration between agents and chatbots

Digital Engagement

8 Common Chatbot Myths Debunked

Before you go...
Get our very best content for free and start working better from anywhere
You’re in! Thanks for signing up. Keep an eye out for our emails in your inbox.
Get the Remote Work Playbook
Everything you need to know in one place
Get the 2021 State of Hybrid Work Report
Learn how businesses are managing a partially remote workforce
You’re in! Thanks for signing up. Enjoy your copy of the Remote Work Playbook.