Project Description
SNCF is a French Railway | Turnover of €33.3 billion | 272,000 employees in France and around the world
Needs:
- Tackle the regional lines’ opening to competition by improving customer service and reducing costs
- Make agents fully competent in the Digital Apps to which customers have access
- Help customers become as independent as possible regardless of their level of familiarity with digital tools
Game of TER SNCF – Digital Support
Solutions
A Gamified Mobile Application containing tutorials combined with a game which involves managing a station and its travelers
Creation of a monitoring tool allowing global tracking of results, in order to provide the users with personalised challenges
Benefits & Results
Strong internal participation with 17,000 agents using it
Customer autonomy, time saving and real-time information
Repetition of short sessions (Casual Gaming) for better memory anchoring
Maintaining the challenge by regularly providing new challenges and quests
