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  7. Fujitsu and Nvision successfully modernized user interaction and improved digital processes, using co-creation for CFL

Fujitsu and Nvision successfully modernized user interaction and improved digital processes, using co-creation for CFL

News : 
  • New digital platform improves user experience and reduces ticket purchase time significantly
  • B2B platform for freight transport allows for online quotes and other enhancements
  • Co-creation was key in this joint CFL-Fujitsu-Nvision digital transformation journey based on their joint services offer DigitalSphere
Luxembourg, January 07, 2020 - Fujitsu, Nvision and Luxembourg’s national railway company CFL have successfully finalized the first stage of a significant digital transformation journey. This overall digitalization project has become a genuine succes thanks to the innovative co-creation approach, which ensured that the customer’s requirements and preferences were met as closely as possible throughout the project. CFL currently offers a completely renewed digital platform for their passenger transport, freight activities and overall corporate communication.

CFL, one of the major company in Luxembourg in terms of the number of employees, has selected Fujitsu as a strategic partner for this digital transformation journey based on several criteria. Cédric Jadoul, Service Director Fujitsu Luxembourg says: “Firstly, Fujitsu and Nvision demonstrated a profound understanding of CFL’s specific business reality, with its dual B2B and B2C strategy and complex logistic processes. Fujitsu also excelled in its clear vision and end-to-end methodology to translate this into practical solutions. Last but not least, CFL was particularly drawn to Fujtsu’s co-creation model, ensuring an unprecedented flexibility throughout the project and a result which exceeded the initial expectations.”

An interactive co-creation approach
CFL had decided to improve overall online user experiences and to modernize their image by a radical redesign of their web platform. In order to smoothe this process, the project was subdivided in three parts.
Part 1 was the so-called Voyagers website, focusing on the B2C activities, including frequent user actions such as consultation of timetables and fares, search of itineraries, booking and the purchase of national and international tickets, etc. The objective was to improve the user experience effectively, but also to provide a digital portal to its users.
Part 2, the Freight website, consists of the management of transport and logistics solutions, exclusively for goods. Among others, it allows professionals to make quotes online, to have customized solutions, and to easily contact a CFL advisor. The new platform improves CFL’s operational efficiency and competitiveness in the freight market.
Part 3, the corporate website, is dedicated to CFL’s external communication.
Together Fujitsu and Nvision managed to realize the digital transformation as planned. Fujitsu accompanied CFL from the early stages of this project. The Fujitsu and Nvision teams proposed to the CFLs to launch the work based on 50 workshops each grouping around fifteen people from all sectors of the company. "It was not easy to gain the support of the various participants, recognizes Laura Mathieu, Project Manager at Nvision. Some wondered what they were doing there.

Then, when we arrived with the first drafts, they realized that they had been listened to and that all this was really useful”.
The platform was indeed developed in agile mode, with sessions of three weeks following which a result was presented and adjustments were made. This participative mode of operation has been particularly rewarding. Employees become true ambassadors for the digital transformation taking place within their company. They are proud to have participated in the project and fully adhere to it.

Cédric Jadoul :”Fujitsu, Nvision and CFL teamed up to reshape and design the new platform. This collaboration and co-creation approach is an ideal way to work hands in hands to build a solution that perfectly meets the CFL’s needs.”

Alessandra Nonnweiler, Head of Communication Service at CFL explains: “The end result already proves it worth. We observe a very good customer satisfaction, both in the B2B and B2C environment. The travelers are enjoying a significant improvement of the user experience. The improved B2B freight portal positions CFL ideally in the increasingly competitive logistics market. More generally, we have managed to improve the customer service and thereby increased the customer satisfaction. And, last but not least, the entire environment proves perfectly stable since it is operational in September.”

Online resources
-  Read the Fujitsu blog: http://blog.ts.fujitsu.com
-  Fujitsu pictures and media server: http://mediaportal.ts.fujitsu.com/pages/portal.php

About Fujitsu

Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions, and services. Approximately 156,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers. Fujitsu Limited (TSE: 6702) reported consolidated revenues of 4.7 trillion yen (US$41 billion) for the fiscal year ended March 31, 2016. For more information, please see http://www.fujitsu.com.

About Nvision

nVision has been guiding its customers through digital transformation for 20 years. True to its roots as a creator of experiences, it offers a full support package, from data analysis to digital strategy, from setting up the user experience to deploying technical solutions, together with communication tailored to ROI.

Inès Godart

Phone: Phone: +33 6 83 82 73 91
E-mail: E-mail: Ines.godart@ts.fujitsu.com @godartI
Company: Fujitsu Benelux - Corporate Communications
Communications Manager


All other company or product names mentioned herein are trademarks or registered trademarks of their respective owners. Information provided in this press release is accurate at time of publication and is subject to change without advance notice. VMware, Cloud Foundation, VMware SDDC Manager, and Virtual SAN are registered trademarks or trademarks of VMware, Inc. in the United States and other jurisdictions.

Date: 07 January, 2020
City: Luxembourg