Ensuring the effectiveness of the SNCF’s sales tools (Grand Voyageur and Gagner à Voyager): that is the task entrusted to MAP, an Altran subsidiary which has implemented a high-performance information system designed to provide quality management of the SNCF’s sales proposals.

MAP, a subsidiary of the Altran Group and French leader in quality information systems, ensures the performance required of the applications and tools dedicated to the sale of SNCF products. It was tasked to implement this quality service by CRM Services, an SNCF subsidiary responsible for customer loyalty programmes

• Grand Voyageur, for business customers,
• Gagner à Voyager, for private and leisure customers (Senior, Escapade, Children and 12-25 customers),
• Management of S’Miles for these two programmes.
  

To get a better understanding of the customers and their travelling habits, CRM Services introduced an information system based on the SIEBEL tool. The system is fed by the different SNCF entities involved in customer relations: the websites, the Passenger Transport Division (DSIV), Résarail, the call centres, the mail service and loyalty card management. The data collected enables CRM Services to identify and analyse the different passenger profiles.

MAP has set up a “Quality Services on Request” centre to meet two objectives:

-to protect applications of the CRM Services information system;
-to ensure the operational quality and performance of the information systems introduced by CRM Services and its partners.aires.

This “Quality Services on Request” centre of around 900 days per person annually, divided among a team of MAP consultants, is part of the service offering developed by this specialist in information systems quality.

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