RATP is a key player in public transport in the Ile-de-France region.
Each year, 3 billion passengers use its services in the greater Paris area.
As part of a strategy to redefine its commercial policy, RATP chose to centralize the management of claims through the establishment of a contact center and to use Efficy.
Our network is experiencing strong growth in patronage, all the while undergoing massive infrastructure upgrades.
This inevitably leads to traffic disruptions and therefore to an increase in the number of claims.
On top of these claims, there are requests for information, lost property requests and thank you messages.
This translates into about 50,000 requests per month to be handled by the contact center.
Efficy has given us global coverage, can be adjusted to meet new needs quickly and easily, and was able to adapt to the strong technical constraints of our Information System.