SNCF
The initial demand:
Improve customer and employee experience in SNCF’s boutique in Gare de l’Est
– Radically reduce customer waiting time
– Improve the quality of customer relations (reduce aggressiveness)
– Improve sales
Our contribution:
Observations and interviews (operational teams, back office, local management)
Customer & employee workshop to invent and protype the new experience in the SNCF boutique
Mobilisation of front-line teams: creation of 5 work-streams for 3 months involving front-line employees and their managers to test the new ideas imagined in the work-shop
The results:
Simple resolution of issues with only very low investment necessary from the SNCF