Hello fam,
Thank you for being so patient but great news, #Storytime is BACK from its hiatus and we’re going to slow things down a bit and serve you bi-monthly editions of our best and most inspiring customer tales 😎
Who doesn’t like the serendipity of traveling around Paris to discover new places that serve you the best Croissants? 🥐 And if you’ve used the underground metro to reach your favorite Cafe - the odds of you not knowing RATP Dev are very low.
In the bustling world of French urban transport, RATP Dev claims the throne as the single most powerful operator to exist. Founded in 2002, its mission was clear: to ensure seamless operation and maintenance of transport networks across 16 countries and 5 continents, serving over 1.4 billion passengers annually. But amidst the complexities of this vast operation, there was a singular focus - passenger satisfaction.⭐️
Enter Arnaud Etevenard, Director of the Digital Marketing, Data, and Integration Domain at RATP Dev. With a twinkle in his eye and a vision for excellence, Arnaud embarked on a quest to capture the elusive essence of passenger satisfaction.
"We need to capture the voice and feelings of the customer," he declared, "to offer them the best possible experience."
In 2018, RATP Dev found its ally in Freshdesk - a versatile tool that could adapt to the diverse needs of its subsidiaries while ensuring swift deployment and easy maintenance. Over 50 subsidiaries embraced Freshdesk, from managing customer service for Florence's tramway to the bustling streets of Paris.
But RATP Dev's journey didn't stop there. Armed with Freshdesk, they listened intently to the whispers of passengers, providing swift responses to inquiries ranging from bus schedules to cleanliness complaints. Even amidst the pandemic's turmoil, RATP Dev pivoted effortlessly, addressing new concerns with the agility of a seasoned traveler. 🎟️🤗
Looking ahead, RATP Dev envisioned a future of even greater heights. They sought to automate mundane tasks, freeing agents to focus on what truly mattered - the passengers. And with Freshworks' suite of tools, they aimed for a panoramic view of the customer experience, spanning every channel of interaction.🎊
In the end, RATP Dev's journey was one of transformation. From capturing voices to cultivating excellence, they had woven a tapestry of service that stretched across continents, fuelled by innovation, and bound by a singular purpose - the happiness of their passengers.
Some of their favorite Freshdesk features include 💕 :
✅Automatic ticket categorization and assignment
✅Simplified administration for managing subsidiaries
✅Ticket analysis for proactive measures
And so, the tale of RATP Dev served as a testament to the power of listening, adapting, and above all, caring. For in the realm of urban transport, as in any great journey, it is the passengers who truly reign supreme.
What did you think of this little tale? Tell us in the comments section below. Check out the full story here 🤝
Do you see value in Freshworks products as well? This is your sign to join our inner circle 💫💖
Until next time,
Snigdha
Your community storyteller!
