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European Railway Company Chooses 3CLogic Contact Center for ServiceNow

By Tracey E. Schelmetic March 21, 2024

Customer support in mass transit is vital to operations. Customers waiting for train or bus service, for example, cannot wait for a call an hour from now, or be placed number 37 (or worse) in queue on hold. Speedy support is critical if a company doesn’t want to find itself continually playing “catch up.” In some environments, customer support for mass transit may be a regulatory matter, and providers may have obligations to meet certain service levels.

3CLogic, a conversational AI and contact center solution for ServiceNow, recently announced the expansion of its solution at a major European railway company. This strategic move will help in the consolidation of the organization's current technology environment, reducing operational costs, while optimizing services to the millions of passengers it supports weekly.

Leveraging ServiceNow's Customer Service Management (CSM) product to manage customer cases and inquiries, the railway company required a ServiceNow-certified solution capable of leveraging its current SIP infrastructure (bring-your-own-carrier) while replacing its existing on-premise contact center, managed and hosted by a third-party provider. With a goal of enhancing the customer experience and streamlining operational workflows, the organization was keenly focused on consolidating the agent desktop workspace while empowering supervisors to have greater autonomy and control over daily operations without the need to depend on costly outside resources.

"We believe in disruption-free digital transformation, leveraging the systems an organization already uses to avoid introducing duplicate capabilities while delivering greater ROI and operational simplicity," asserts Matt Durkin, VP of Global Sales at 3CLogic. "To substitute one contact center solution for another isn't transformative, but rather an opportunity to step back and assess the entire customer service supply chain. Only when you weave the role of a contact center into the established back-office business workflows, as in the case orchestrated by ServiceNow, can you positively impact and enhance the entire customer experience."

Edited by Alex Passett
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