Case Study: RATP Streamlines Customer Relationship Management with efficy

RATP - Customer Case Study

RATP, a key public transport operator in the Paris region, faced the challenge of managing a high volume of customer interactions, which totaled approximately 50,000 requests per month. Their customer relationship management was decentralized across 22 points of contact with disparate tools, making data consolidation and reporting a tedious and time-consuming task. To modernize and centralize this function, they turned to the vendor efficy for its solution.

efficy implemented its CRM platform to centralize RATP's customer relationship management. The solution standardized claims processes, pooled resources, and provided a common tool for the newly formed contact center. This resulted in a more agile organization with improved customer knowledge and more personalized communication. The measurable impact includes the new center handling 1,000 calls every day and 350 letters daily, managed by a team of 80 representatives.

RATP

Valérie Exilie

Head Of Passenger Information & Customer Relationship