SNCF2019-10-18T15:43:14+01:00

Project Description

French Railway Network
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

Games of TER- support Digital

Solutions

  • A Gamified Mobile Application containing tutorials combined with a game which involves managing a station and its passengers

  • 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 use by 17,000 agents

  • Customer autonomy, saving time and obtaining information in real time

  • Repetition of short sessions (Casual Gaming) for better memory anchorage

  • Challenge continuation by regularly making new challenges and new quests available

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