Challenge

Transport delays are inevitable, so SNCF decided to launch a large program to improve transparency in customer communication. But how could they synchronize multiple different customer-facing functions, data and technologies, to transform a potentially frustrating passenger experience into a well informed end-to-end journey?

Inspiration

As customer experience and service cloud experts, VML played a pivotal role in the ‘TIC’ team – a project translating to ‘Always Inform Our Customers’. Within 3 months, the team connected the data and technologies which would keep SNCF’s messages moving to customers across their channel of choice. In this case, notifying them by SMS about service updates, such as delays or cancellations.

Idea

Using various elements of Salesforce Marketing Cloud, including Mobile Connect and Email Studio, the ‘TIC’ team was able to apply Ampscript to SMS messages – connecting all data to make sure SNCF could not only meet short-term goals but could analyse and apply the SMS insights in multiple ways to build and improve near-future customer journeys.

Growth

SNCF wanted to measure their initial success through the volume of received messages by customers impacted by a delay, as an indicator of greater transparency. Since the go-live date, 4 million texts have been received by customers on journeys throughout the country, to keep them up-to-date on their travels.

Please provide your contact information to continue.

Before submitting your information, please read our Privacy Policy as it contains detailed information on the processing of your personal data and how we use it.

Contenus relatifs

SPAR
SPAR

Building a retail media network from scratch for SPAR

Establishing the first convenience retail media network in The Netherlands for brands to advertise on
Lire le case study
Hero isero 1
Isero

Isero: A journey towards personalised product recommendations

Transformation to an omni-channel digital B2B organisation
Lire le case study