The SNCF agents themselves expressed a desire to be trained in the use of customer applications, and not just internal technologies.
Moreover, “the success of this project depended on involving employees in the construction of the application and testing its operation at different phases to make it as intuitive as possible. “Thanks to the e-Learning system developed by ITycom, SNCF staff can master the operation and content of the mobile application at their own pace and gradually adopt the right postures to meet customer needs.
A virtuous approach, according to Christophe Krausch, who has seen some apprehensions about digital technology fall: “What we also wanted to develop is the agents’ curiosity about customer applications, to show them that it’s easy and that they can go there without fear. It’s all the more important because we can’t stop this learning process one day soon, because the SNCF application and TER sites are changing every day,” he explains. “That’s what this project is all about: putting our staff at ease and making them feel that this is really part of their job. »