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OUI.sncf leverages automation to free up agents for more complex tasks

Overview

OUI.sncf is the official European distribution channel of the French railways (SNCF) for online sales of high-speed and conventional rail travel throughout France and Europe. They have sold 1 billion tickets since their creation in 2000 and receive an average of 16 million individual visitors per month on their various channels.

Key metrics

50%

of the reasons customers contact OUI.sncf are handled with an Odigo™ solution.

87%

of customers say they are satisfied with their shopping experience.

The challenge

Reliability and flexibility are essential to OUI.sncf’s services, which is true of its customer contact solution. Customers need to be able to resolve queries related to their travel plans quickly, efficiently and via any channel of their choosing. Since transaction volumes are always high and can reach up to 40 tickets sold per second, OUI.sncf’s customer contact solution must be able to scale up to meet peaks.

The solution

Odigo partners closely with OUI.sncf to help develop continuously evolving solutions to its unique contact center needs. OUI.sncf’s ambition is to transform from a purely transactional customer relationship model to one focused on customer relations. The expertise and capabilities of the Odigo teams make this change possible while maintaining and constantly improving customer contact satisfaction levels.

The benefits

Increased agility

As OUI.sncf’s customers expect swift reactions, its contact centers are more flexible, efficient and scalable with their Odigo solution.

Robust technology

With high commercial stakes, it is key for OUI.sncf that its solution runs smoothly at all times.

Greater customer insights

Their Odigo solution enables OUI.sncf to respond on all channels with greater understanding of how customers use each of these channels.

Improved natural language processing (NLP) capabilities

Abandoning the interactive voice response (IVR) strategy of ‘press one for…’, OUI.sncf is now using the voice recognition technology of Odigo.

OUI.sncf logo
OUI.sncf
OUI.sncf is the official European distribution channel of the French railways (SNCF) for online sales of high-speed and conventional rail travel throughout France and Europe. Company website link
Scope and features
Industry:
Digital tourism
Markets:
Europe

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