CASE STUDY: VSC
VOYAGES-SNCF
Voyages-sncf.com is the #1 e-commerce
website in France with more than 13
million unique user...
ABOUT SYNTHESIO
Synthesio is a global social media monitoring company helping brands and agencies listen to,
understand an...
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Case Study: Voyages-sncf

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Case Study: Voyages-sncf

  1. 1. CASE STUDY: VSC VOYAGES-SNCF Voyages-sncf.com is the #1 e-commerce website in France with more than 13 million unique users per month and a turnover exceeding €3 billion. THE CHALLENGE: To develop its growth in France and Europe, Voyages-sncf.com looks to develop stronger relationships with customers, and improve the quality of Customer Relationship Management on social media. Voyages-sncf.com's CRM department has faced a substantial increase in their customer contacts on social media, and they would like to provide better customer service by implementing an Engagement tool for their 2.0 operators. THE SOLUTION: To tackle these objectives, Voyages-sncf.com’s CRM department intends to implement a tool that will allow them to engage with their stakeholders on social media from a unique platform. Additionally, community management functionalities on C’est à vous Voyages-sncf.com’s hosted community – will be directly accessible from the tool. HIGHLIGHTS: Synthesio, the leader in Social Media Monitoring and Engagement in Europe, set up an Engagement tool for Voyages-sncf.com CRM operators to collaboratlively manage customer cases on social media: they can share and route customer issues - and depending on the customer's location, and the severity of the issue - they can ensure the customer issues are routed to the right person, to be resolved in near real-time. The tool also allows managers to look at the analytics around case resolution performance, case type proportion and case sentiment, so that Voyages-sncf.com CRM teams can better anticipate future issues and effectively prioritize their efforts.
  2. 2. ABOUT SYNTHESIO Synthesio is a global social media monitoring company helping brands and agencies listen to, understand and engage with consumers worldwide. Synthesio helps clients cut through the social noise, focus on the conversations that matter most to the business, track and measure online reputation, collaborate and engage in real-time, and manage consumer relationships in one single, easy-to-use platform. By delivering social media data of the highest quality within 190+ countries & 50 languages, clients receive crucial insights into their market’s opinions, wants and needs, to drive real business value. DRIVING POSITIVE BUSINESS CHANGE, AND BUILDING STRONGER RELATIONSHIPS WITH CONSUMERS SINCE 2006.

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