{"id":39707,"date":"2019-11-15T00:00:00","date_gmt":"2019-11-15T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/sncf-seamless-customer-experience-travelers\/"},"modified":"2021-04-18T20:22:15","modified_gmt":"2021-04-19T03:22:15","slug":"sncf-seamless-customer-experience-travelers","status":"publish","type":"post","link":"\/us\/en\/blog\/sncf-seamless-customer-experience-travelers\/","title":{"rendered":"SNCF: A Seamless Customer Experience for Connected Travelers"},"content":{"rendered":"<p>SNCF carries more than 3 million passengers in France every day. To adapt to the digital habits of its customers, the company is present on the channels they use daily, such as messaging. By leveraging <a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement.html\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>RingCentral Engage Digital<\/strong><\/a>, SNCF unifies the management of all its digital channels to provide instant answers to passengers.<\/p>\n<p><a href=\"https:\/\/youtu.be\/FepkOUa6n6I\" target=\"_blank\" rel=\"noopener noreferrer\">Watch the video<\/a> to discover the testimonials of the SNCF team:<\/p>\n<ul>\n<li><strong>Micha\u00ebl Fleurbaey<\/strong> &#8211; Head of Social Media of SNCF Group<\/li>\n<li><strong>Subashree Sougoumar<\/strong> &#8211; Head of Traffic Info Center and Customer Contact of Voyages SNCF<\/li>\n<li><strong>Anne-Virginie Morel<\/strong> &#8211; Head of Customer Service Remote Center of the SNCF Group<\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400;\">The SNCF group: more than 3 million daily passengers<\/span><\/h2>\n<p>SNCF is a public company created in 1937. The group offers a complete range of mobility solutions through its six-core businesses and achieves 33.3 Billion euros in turnover, of which 33% is generated abroad.<\/p>\n<p>Every day the group circulates more than <strong>15,000 trains<\/strong> and carries <strong>more than 3 million passengers<\/strong>. It is also the most publicized company in France, with over <strong>5,000 mentions per day on social media.<\/strong><\/p>\n<p>The company\u2019s mission is to bring freedom of effortless mobility and a greener planet to all. In the coming years, the group&#8217;s challenge is<strong> to combine all mobility solutions<\/strong> through its networks and partnerships.<\/p>\n<h2><span style=\"font-weight: 400;\">SNCF&#8217;s Customer Care Approach<\/span><\/h2>\n<p>SNCF&#8217;s main objective for customer care is to be present where travelers are to answer their questions: at the <strong>train station<\/strong>, by <strong>phone<\/strong>, on the <strong>website<\/strong>, within the <strong>mobile application<\/strong> and on <strong>digital channels they already use to communicate with their peers<\/strong>.<\/p>\n<p><img decoding=\"async\" class=\"wp-image-30314 size-full aligncenter\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/SNCF-Engage-Digital-Conversations.png\" alt=\"\" width=\"960\" height=\"540\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Digital is becoming more and more important in conversations with travelers. Since August 2019, <\/span><b>more than 50% of train ticket purchases<\/b><span style=\"font-weight: 400;\"> are made online via <\/span><a href=\"https:\/\/www.oui.sncf\/\" target=\"_blank\" rel=\"noopener noreferrer\"><b>Oui.SNCF<\/b><\/a><span style=\"font-weight: 400;\">. This trend can also be observed in <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-interactions\/\">customer interactions<\/a>: in 2019, the group saw <\/span><b>30% of additional contacts via digital channels. <\/b><span style=\"font-weight: 400;\">These channels allow customers to easily contact SNCF, especially from their smartphone while on the move. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">SNCF relies on <\/span><b>RingCentral Engage Digital<\/b><span style=\"font-weight: 400;\"> to manage its digital customer relationship. The solution allows the company to unify the management of <\/span><b>messaging channels<\/b><span style=\"font-weight: 400;\"> (Facebook Messenger, In-App Messaging in the TGV Pro application) and <\/span><b>social networks<\/b><span style=\"font-weight: 400;\"> (Facebook, Twitter). Thus, agents use <\/span><b>a single interface to process all digital interactions<\/b><span style=\"font-weight: 400;\"> and access a unified history of conversations. <\/span><\/p>\n<p><span class='bctt-click-to-tweet'><span class='bctt-ctt-text'><a href='https:\/\/x.com\/intent\/tweet?url=%2Fus%2Fen%2Fblog%2Fsncf-seamless-customer-experience-travelers%2F&#038;text=Customer%20Service%20of%20%40SNCF%3A%2030%25%20increase%20in%20interactions%20via%20%23Messaging%20and%20%23SocialMedia%20this%20year&#038;via=RC_Engage&#038;related=RC_Engage' target='_blank'rel=\"noopener noreferrer\">Customer Service of @SNCF: 30% increase in interactions via #Messaging and #SocialMedia this year <\/a><\/span><a href='https:\/\/x.com\/intent\/tweet?url=%2Fus%2Fen%2Fblog%2Fsncf-seamless-customer-experience-travelers%2F&#038;text=Customer%20Service%20of%20%40SNCF%3A%2030%25%20increase%20in%20interactions%20via%20%23Messaging%20and%20%23SocialMedia%20this%20year&#038;via=RC_Engage&#038;related=RC_Engage' target='_blank' class='bctt-ctt-btn'rel=\"noopener noreferrer\">Share on X<\/a><\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Challenges of responsiveness and transparency<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The SNCF customer service is available<strong> 7 days a week, from 7am to 10pm<\/strong>. Its main challenges are <\/span><b>responsiveness<\/b><span style=\"font-weight: 400;\">, <\/span><b>transparency<\/b><span style=\"font-weight: 400;\">, and <\/span><b>accuracy of information<\/b>.<\/p>\n<p>To respond to customers on digital channels, three teams use the solution RingCentral Engage Digital:<\/p>\n<ul>\n<li><strong>The Traffic Info Center at Gare de l\u2019Est in Paris<\/strong>: located within the National Center for Railway Operations, the Traffic Info Center has two primary missions :\n<ul>\n<li>Updating real-time traffic information on the SNCF website and the application<\/li>\n<li>Answering traffic info questions from travelers on digital channels<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li><strong>Customer Service Remote Centers in Vannes and Nantes<\/strong>: these teams are dedicated to the commercial relationship: purchase of tickets, loyalty programs, questions on services, after-sales. It is also the teams that respond to TGV Pro customers who contact SNCF directly in the application thanks to Messaging In-App.<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\"><\/li>\n<\/ul>\n<ul>\n<li><strong>The Social Room at the SNCF campus in Paris<\/strong>: this team handles the community management with three main areas:\n<ul>\n<li>Community management: communication on the partnerships of the group (culture, sport \u2026), on the services in the station and the trains, sending personalized answers with graphic creations<\/li>\n<li>Monitoring digital channels to find out what customers say about SNCF<\/li>\n<li>Answering to persons categorized as influencers<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>These teams can respond on all digital channels of the SNCF group related to different entities such as <b>Ouigo, TGV Inoui, TER, Transilien, Intercit\u00e9s &#8230;<\/b><\/p>\n<p><a href=\"https:\/\/netstorage.ringcentral.com\/case_studies\/uk\/ringcentral_engage_digital_sncf.pdf\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"size-full wp-image-31870 aligncenter\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/SNCF-Ebook.png\" alt=\"\" width=\"600\" height=\"200\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Thanks to the routing engine of Engage Digital, messages are transferred to the right team <\/span><span style=\"font-weight: 400;\">according<\/span><span style=\"font-weight: 400;\"> to the nature of the request. When necessary, the conversation can also be transferred between the different teams<\/span><b> in a transparent way for the customer:<\/b><span style=\"font-weight: 400;\"> the latter stays on the same communication channel, and the conversation history is kept. Interactions can be redirected so that the customer gets<\/span><b> the right answer as quickly as possible<\/b><span style=\"font-weight: 400;\">, without having to switch from one channel to another.<\/span><\/p>\n<p><img decoding=\"async\" class=\"wp-image-30315 size-full aligncenter\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/SNCF-Engage-Digital-Instantaneity.png\" alt=\"\" width=\"960\" height=\"540\" \/><\/p>\n<p>These features help SNCF to provide quick answers to customers, even in real-time, when it comes to traffic info questions. The company responds in <strong>less than 1 hour<\/strong> on messaging channels and social media.<\/p>\n<h2><span style=\"font-weight: 400;\">A statistics monitoring to adapt the activity in real-time<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">One of the advantages mentioned by the SNCF teams is <\/span><b>the monitoring of the activity of the digital channels.<\/b><span style=\"font-weight: 400;\"> With the dashboard, teams can track key metrics in real-time across all channels.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This dashboard enables the SNCF to <\/span><span style=\"font-weight: 400;\">significant<\/span><span style=\"font-weight: 400;\"> key indicators such <\/span><b>as average response time<\/b><span style=\"font-weight: 400;\">,<\/span><b> handling time,<\/b><span style=\"font-weight: 400;\"> and <\/span><b>message volumes<\/b><span style=\"font-weight: 400;\"> on each channel. Supervisors can adjust resources in real-time to adapt to <\/span><span style=\"font-weight: 400;\">activity peaks<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"wp-image-30316 size-full aligncenter\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/SNCF-Engage-Digital-Customer-Experience.png\" alt=\"\" width=\"960\" height=\"540\" \/><\/p>\n<p><span style=\"font-weight: 400;\">These indicators can also be tracked at an individual level, allowing supervisors to track the performance of their team and help them improve their skills.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">SNCF has been working <\/span><b>for more than 10 years<\/b><span style=\"font-weight: 400;\"> with RingCentral. Using Engage Digital to support the company\u2019s solution to adapt to changes in the customer relationship: after <\/span><a href=\"https:\/\/questions.sncf.com\/\"><span style=\"font-weight: 400;\">the forum SNCF<\/span><\/a><span style=\"font-weight: 400;\">, Twitter and Facebook were adopted, then messaging.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The group is currently deploying their chatbot on the <\/span><b>@SNCF Twitter account<\/b><span style=\"font-weight: 400;\"> to answer common questions from travelers, and redirect them to an agent when necessary. <\/span><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/engage.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"size-large wp-image-30326 aligncenter\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/Demo-RingCentral-Engage-Digital.png\" alt=\"\" width=\"640\" height=\"220\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>SNCF carries more than 3 million passengers in France every day. To adapt to the digital habits of its customers, the company is present on the channels they use daily, such as messaging. By leveraging RingCentral Engage Digital, SNCF unifies the management of all its digital channels to provide instant answers to passengers. Watch the &#8230;<\/p>\n","protected":false},"author":291,"featured_media":39713,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901,4,18391],"tags":[658],"class_list":["post-39707","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","category-customer-experience","category-it-leadership","tag-cloud"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>SNCF: A Seamless Customer Experience for Connected Travelers | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"SNCF carries more than 3 million passengers in France every day. To adapt to the digital habits of its customers, the company is present on the channels\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/sncf-seamless-customer-experience-travelers\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"SNCF: A Seamless Customer Experience for Connected Travelers\" \/>\n<meta property=\"og:description\" content=\"SNCF carries more than 3 million passengers in France every day. To adapt to the digital habits of its customers, the company is present on the channels\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/sncf-seamless-customer-experience-travelers\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2019-11-15T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-04-19T03:22:15+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/Header-Case-Study-SNCF.png\" \/>\n\t<meta property=\"og:image:width\" content=\"768\" \/>\n\t<meta property=\"og:image:height\" content=\"263\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Adrien Lemaire\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Adrien Lemaire\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/sncf-seamless-customer-experience-travelers\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/sncf-seamless-customer-experience-travelers\/\"},\"author\":{\"name\":\"Adrien Lemaire\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/e3a16a1b0258694036e8deda52078e4a\"},\"headline\":\"SNCF: A Seamless Customer Experience for Connected Travelers\",\"datePublished\":\"2019-11-15T00:00:00+00:00\",\"dateModified\":\"2021-04-19T03:22:15+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/sncf-seamless-customer-experience-travelers\/\"},\"wordCount\":898,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/sncf-seamless-customer-experience-travelers\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/Header-Case-Study-SNCF.png\",\"keywords\":[\"cloud\"],\"articleSection\":[\"Business &amp; leadership\",\"Customer &amp; employee experience\",\"IT leadership\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/sncf-seamless-customer-experience-travelers\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/sncf-seamless-customer-experience-travelers\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/sncf-seamless-customer-experience-travelers\/\",\"name\":\"SNCF: A Seamless Customer Experience for Connected Travelers | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/sncf-seamless-customer-experience-travelers\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/sncf-seamless-customer-experience-travelers\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/Header-Case-Study-SNCF.png\",\"datePublished\":\"2019-11-15T00:00:00+00:00\",\"dateModified\":\"2021-04-19T03:22:15+00:00\",\"description\":\"SNCF carries more than 3 million passengers in France every day. 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