SNCF Case study
« Our three partners on this project are all base in France, so we were really keen to work with a french company. »
AGENTS EQUIPPED WITH THE
WEEKS TESTING THE
DEVICES TO CHOOSE FROM
AS PART OF THE PROJECT
How were your mobile devices previously organised?
Before the Mobil’IZ project and until March 2019, we had two separate "fleets" managed by two different departments. On the one hand, we had the on-board agents and train conductors (10,500 smartphones), and on the other, the ground staff including station attendants (6,500 people also equipped with smartphones).
What was the problem with this system?
There was a change in management at the company, and focus turned to the agents’ role. The decision was made to no longer distinguish between the ASCT*, Station and Sales roles and instead create a single, multi-activity profession: the customer relationship adviser. The problem was that the old mobile fleets were completely unsuited to this change