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  5. National Railway Company CFL improves B2C and B2B customer experience by co-creating and introducing a new digital web platform

National Railway Company CFL improves B2C and B2B customer experience by co-creating and introducing a new digital web platform

"We have observed increased customer retention, both in the B2B and B2C environment, and the travelers are enjoying a significant reduction in the ticket purchase time."

Christian Kettmann, Chief Information Officer CFL

Leading the way through digital transformation

Customer

The Société Nationale des Chemins de Fer Luxembourgeois (CFL) is the national railway company of Luxembourg and carries millions of passengers every year as the backbone of national and cross-border public transport. With a total of 22 companies and more than 4,600 employees, the CFL Group ranks amongst the country’s largest employers.

Challenge

CFL wanted to refresh its legacy web platforms for its consumer, freight and corporate offerings. It needed to find partners that could understand its requirements and deliver the requisite functionality.

Solution

Fujitsu, Nvision and CFL came together in a process of co-creation to sort and prioritize content, define a common graphical mood and identify essential features. The result is a more convenient, more visual Voyageurs site; a corporate website where people can quickly and intuitively find all company-related information and a robust B2B platform.

Benefit

  • New digital platform improves user experience and reduces ticket purchase time significantly
  • B2B platform for freight transport allows for online quotes and other enhancements
  • Improved B2B freight portal emphasizes CFL’s position in the logistics area
  • Better customer service and increased satisfaction

Download

CS_2020Jan_CFL.pdf (734 KB)

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