For more than 10 years, Steria has partnered with the SNCF in the development of its constantly-growing business. Currently, more than 250 Steria employees work on high value-added projects or missions at the SNCF every day.
In order to provide an identified contact point for the TER (Regional Express Train) and handle requests from its four million yearly customers concerning schedules, pricing, sales information and alerts on disruptions in traffic, the SNCF set up regional Customer Relationship Centres (CRC) in 2003.
Steria partnered with the SNCF in equipping all TER CRCs with an Infor CRM Epiphany solution as soon as they had been set up. The solution, based on two Service and Marketing modules used daily by more than a hundred users, makes it possible to handle more than 200,000 telephone contacts per year as well as a database containing more than 950,000 customers.
Today, as part of its permanent objective to improve service quality and win new customers, the SNCF wishes to upgrade its offer and has chosen Steria as a partner in achieving this goal. With every Customer Relationship Centre now equipped with a CRM tool, the SNCF has entrusted Steria with the Third Party Maintenance of the application for a three-year period. This project consisting of industrialising the solution and aligning it to the SNCF’s changing business needs will allow the company to develop new projects to improve service quality, especially as concerns managing claims, improving the client repository and the use of the Internet.
About Steria: www.steria.com Steria is a leading European provider of IT-driven business services, focused on the establishment of strategic partnerships with its clients in each of its key vertical market sectors: public services; finance; telecommunications; utilities and transport. Steria provides consulting services for its clients’ core business processes, and also develops and operates their information systems. Steria acquired the UK-based company Xansa in October 2007. The new group has over 18,000 employees working in 16 countries. Steria’s pro forma revenue as of 31 dec 2006 is 1.8billion euros. Headquartered in Paris, Steria is listed on the Euronext Paris Eurolist.
Steria Group Press Department Isabelle Grangé Phone: +33 1 34 88 64 44 e-mail: email@example.com TBWACorporate Armelle Amilhat Tel: +33 1 49 09 26 47 e-mail: firstname.lastname@example.org
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