Case Study: SNCF Réseau achieves improved customer satisfaction and productivity with Capgemini Invent

Defining a new strategic target model for SNCF Optim’Services

SNCF Réseau’s shared services arm, SNCF Optim’Services, faced the challenge of redefining its future role and operating model as the SNCF Group transitioned into a state-owned company, while still meeting government cost constraints and service-performance targets. To support this transformation, SNCF Optim’Services worked with Capgemini Invent to shape a new strategic, operational, and legal target model.

Capgemini Invent developed a transformation roadmap using benchmark analysis and strategic design, along with scenarios for the organization’s governance, economic, and legal models over a five-year period. The result was a clearer target model and roadmap that improved harmonization across the shared services center, increased productivity, and raised customer satisfaction through better, more standardized services.

SNCF Réseau