Case Study: SNCF achieves improved customer experience and streamlined passenger flow with Qmatic

SNCF improved its Administration and Customer Experience with Qmatic

SNCF, France’s national railway company, sought to simplify, speed up and personalize passenger flows in its shops and service centers to improve customer experience and help staff manage queues for more than 200,000 monthly customers. To address this, SNCF partnered with Qmatic and deployed its Customer Journey Management platform, including Qmatic Orchestra and Qmatic Self‑Service Kiosks, to create a more interactive, omnichannel and efficient service.

Qmatic’s solution issues numbered tickets at kiosks, routes requests to staff in real time, and provides dashboards and reports on customers served, services requested, wait times and peak periods so SNCF can adjust staffing and service mix during the day. Using the central Qmatic platform, SNCF now manages customer flow for over 200,000 customers monthly, improving operational efficiency, reducing perceived waiting times and increasing customer satisfaction.

SNCF

Nathalie Brazet

National Manager