CASE STUDY: VSC
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.
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.
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.
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.
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
DRIVING POSITIVE BUSINESS CHANGE, AND BUILDING STRONGER
RELATIONSHIPS WITH CONSUMERS SINCE 2006.