SNCF : combining two services to improve efficiency
Context of the situation
An impact on service efficiency
The SNCF group is a major player in transport, aiming to improve the coordination and efficiency of its internal services on its sites, notably for reception and factotum tasks. Caroline Danh Bun, Service Supervisor since October 2023, oversaw this transition. Management was complex with two separate providers, leading to coordination, responsiveness, and organization issues.
Our methodology
Fast, accurate, and controlled integration
SNCF chose to group reception and factotum services under the same provider, rolling out the change step by step, starting with the factotum services, followed by integration of reception services and the transition of 95% of existing staff, while ensuring unified management and enhanced communication to guarantee a smooth transition and meet expectations for responsiveness, monitoring, and transparency.
- A single point of contact
- Continuous service
- Simplified administration
CLIENT TESTIMONIAL
“The synergy between the services, with a single point of contact, has greatly simplified our management while optimising service quality.”
Caroline Danh Bun
Service Supervisor at SNCF
Results achieved
Immediate benefits
Increased synergy:
The integration of reception and factotum services has strengthened synergy and coordination, while optimising processes.
Improved controls:
Optimized management reduced customer complaints and increased the frequency of spot checks.
Better coordination:
Centralization has facilitated internal communication and improved service monitoring.
Services implemented for SNCF
Factotum
Our agents know your premises and all their specific features inside out.
Corporate reception and hospitality
Our reception hosts and hostesses guarantee excellence in service for your employees and visitors.
Hospitality
Hospitality, or more particularly the French art of hospitality, is our core business. ISO 9001 certification.
Occupant Services
We improve comfort and simplify the daily life of your employees. ISO 9001 and 45001 certifications.
