Case Study: Oui.SNCF achieves faster, personalised, always-on customer conversations with iAdvize

OUI.sncf place conversation at the heart of their customer experience

OUI.sncf (SNCF‑tgv inOui) is SNCF’s online travel distributor and one of France’s largest eCommerce travel sites—selling 110 million tickets in 2018 and serving about 20 million customers. Faced with rising expectations for multi‑transport options and immediate, personalized help, the company needed to move beyond FAQ‑style support to a hyperavailable, tailored customer experience.

They implemented the iAdvize conversational messaging platform to provide 24/7, personalized pre‑sales guidance across multiple markets, shifting from transactional service to conversational commerce. The solution supports 1.3 million contact points a year, complements call centers for after‑sales, and achieves an average messaging resolution time of 7 minutes 30 seconds—boosting reactivity and customer satisfaction while positioning messaging as the central touchpoint for future growth.

Oui.SNCF

Guillaume Pepy

Chairman and CEO