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Voyages-sncf.com aims an irreproachable quality of service thanks to Akio Mail Center

The customer

Voyages-sncf.com delivers SNCF’s products and services, in particular train tickets, SNCF travel cards and « Train+Avis® » services. Created in 2000 as a SNCF 100% subsidiary, the online travel agency displays an increasing number of bookings. Created first as a new SNCF tickets distribution network, Voyages-SNCF.com became a real travel agency when being associated to Expedia in 2001. In 2006, Voyages-sncf.com confirms its goals with a 33% growth and 1.541 Billion Euros of revenue. The company consolidates its position of first commercial and tourism website in France as well as the first media in the world of tourism.

The issues / the stakes

At its launch, Voyages-sncf.com’s goal was to become the leader online travel agency. On the very first days of operation, in order to ensure an irreproachable Quality of Service of its prospects and clients’ emails treatment, the new entity chose the deployment of a professional solution - a solution guaranteeing a high level of Quality of Service but also providing precise and reliable indicators on the nature of the customers’ requests, on the inbound emails volume evolution, and on the agents’ real time activity.

Akio Mail Center deployement

Over twenty logins are deployed at website launching. Incoming emails are of various purposes: queries on ticket orders follow-up, new website functionalities, information on schedules, prices and SNCF services, or emails on incidents and/or inconveniences during customers travel.In November 2004, SNCF launched a brand new subsidiary - iDTGV® - that proposes a dedicated train car, a personalized journey atmosphere and favorable prices to internet users. Incoming emails received after the launching of this new service are then included to AkioTM Mail Center.At present, the solution enables up to thirty five (35) simultaneous operators to work on responding to this incoming flow.

The benefits

Akio Mail Center’s solution helps the operators in their task, in particular thanks to the Artificial Intelligence engine.Dominique Bougazelli, Customer Service Manager, explains, “It is a particularly interesting functionality that enables operators productivity improvement. The engine recognizes the type of question by analyzing the email content and proposes the agent a relevant template. The operator has to simply check the relevancy of the proposed template before accepting it – or not”.The administration module, dedicated to the supervisor, is another gain.

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Tribune

AKIO annonce le lancement immédiat d’une offre dédiée aux Web marchands.

Cette offre est une réponse opérationnelle à la loi Châtel qui frappe le secteur du e-commerce et l’oblige à repenser son mode de gestion de la relation client en s’appuyant sur des outils générateurs de productivité, notamment au niveau du traitement des demandes clients entrantes.