Swiss Railways (SBB) Enhances Customer Experience with 3CLogic

The Challenge: Confronting CX Hurdles

Despite its reputation for service, SBB recognized several challenges impacting the efficiency of its customer support operations. Among them, the reliance on an on-premise contact center environment managed by a third-party and independent from its primary customer service management platform, ServiceNow CSM. This lack of operation autonomy and integration between two key CX systems often resulted in expensive and slow adjustments to the system, hindering real-time responsiveness to changing needs while impacting the ability to personalize each interaction .

Additionally, agents frequently found themselves ‘swivel-chairing’ between platforms such as ServiceNow, the contact center, and the organization's home-grown payment portal, requiring them to navigate multiple environments to manage customer inquiries. This manual work not only increased the potential for errors but also reduced the time agents could dedicate to directly assisting customers. Meanwhile, case and interaction data remained siloed, necessitating manual efforts to generate reports and insights, impacting the speed of decision-making while limiting the ability to leverage data for continuous improvement.

Striving for Excellence

In its pursuit of operational excellence, SBB established several clear goals aimed at enhancing its customer support operations, including:

• Build on its existing use of ServiceNow: maximize the return on its investments, to address the limited integration with its primary system of record, ServiceNow. By improving the integration, SBB could fully leverage its existing platform, leading to more efficient processes and enhanced customer service capabilities.
• Enable voice self-service: reduce the reliance on contact forms and emails, to enhance overall customer satisfaction and operational effectiveness for one of its most important channels, focusing on metrics such as first call resolution and time to service. This would not only streamline customer interactions but also empower customers to find solutions quickly and independently.
• Unify the agent experience: enable agents to manage inquiries more effectively and with greater ease from a single unified workspace. This optimization would facilitate quicker responses and reduce the time spent navigating between different platforms.
• Simplify daily operations : remove the need to rely on third-party resources to implement on demand adjustments to customer needs and events while streamlining analytical insights to drive innovation, lower operating costs, and enhance responsiveness within its customer support operations.
• Implement a PCI-compliant payment solution: simplify payment processing, mitigate security risks, and reduce annual audit efforts, ensuring a secure and efficient transaction experience for customers.
• Leverage existing infrastructure: by optimizing current resources, specifically its existing carrier and on-premise investments, SBB aimed to enhance its operational capabilities while minimizing additional costs.

The Solution: Transforming Customer Support

To address its operational goals and enhance customer support, SBB selected 3CLogic’s innovative Voice AI and Contact Center solutions integrated with ServiceNow CSM. The chosen offering was strategically designed to streamline processes, improve efficiency, and elevate the overall customer experience.

The Key Components of SBB’s 3CLogic Solution Included:

• Voice AI and Contact Center Solution: the seamless integration of voice and contact center capabilities with ServiceNow CSM enabled SBB to empower callers to self-service common requests, reducing the reliance on live agents while enhancing overall customer satisfaction.
• Hybrid Cloud deployment: provided SBB with the flexibility to manage its contact center operations while leveraging existing on-premise SIP infrastructure. The setup ensured scalability, cost-effectiveness, and improved responsiveness to changing customer needs.
• Integration with ServiceNow Performance Analytics: the integration allowed SBB to gain valuable insights into customer interactions (both digital and voice) and operational metrics from a single consolidated ServiceNow space. Enhanced reporting capabilities drive data-driven decision-making, fostering continuous improvement and innovation within the customer support framework.
• PCI-Compliant payment solution: the integration of a PCI-compliant payment solution simplified payment processing, reduced manual agent work, reduced security risks, and lowered annual audit efforts to ensure a secure and efficient transaction experience for customers.

Contact Center and CSM - Better Together

Since the implementation of 3CLogic's Voice AI and Contact Center solution, SBB has experienced significant improvements across its customer support operations. These enhancements have not only optimized agent performance but also elevated the overall customer experience, demonstrating the positive impact of the strategic partnership in achieving operational excellence and improved customer satisfaction. Results and operational impact include:

• Over 70% reduction in average wait times: customers experienced a substantial decrease in average wait times, enhancing their overall satisfaction and reinforcing SBB's commitment to exceptional service.
• 90% call automation during rail service disruptions: In the event of significant disruptions to rail services, SBB successfully automated responses while enabling proactive updates to customers without the need to connect with an agent, further optimizing resources and enhancing customer experience.
• Autonomous management of the contact center environment: SBB can now manage its contact center operations independently without relying on expensive third-party services. The autonomy has resulted in significant cost savings and accelerated the pace of innovation, allowing for more agile responses to evolving customer needs.
• Increased agent productivity: agents are now able to handle inquiries more efficiently, from a single ServiceNow workspace, allowing them to focus on complex issues that require personal attention while improving job satisfaction and performance.
• Improved and faster reporting and analytics: with the integration of ServiceNow Performance Analytics, SBB has gained access to timely and accurate reporting capabilities. The advancement enables quicker insights into customer interactions and operational metrics, facilitating informed decision-making.