Tesmo Customer Care
Designed for customer service centres, the Tesmo Customer Care solution facilitates the management of user requests, from simple order tracking to after-sales actions.
Helping a user on a website, finding an order, making a refund or cancellation: the day-to-day work of customer service centres demands responsiveness, clarity and efficiency.
With Tesmo Customer Care, SNCF Connect & Tech provides assistance platforms with a modular, intuitive solution connected to all mobility distribution systems. Our goal is to equip support operators so that they can intervene quickly, even post-journey, in complete autonomy.
Tesmo Customer Care: five building blocks to cover all needs
The Tesmo Customer Care solution covers the full range of user support requirements:
Manage your user rights and quickly identify a user profile.
Access purchase history, track a case, identify sticking points.
Offer a unified vision of the customer experience, to better understand their needs.
Check the status of a ticket, cancel it, refund it or apply a discount.
Adapt the front end to your processes, so you're up and running in no time.
Tesmo Customer Care: after-sales is our speciality
Most problems arise after booking: over 70% of requests are for changes, refunds or incidents after the order has been placed (or even after the journey has been completed). Tesmo Customer Care was designed precisely to meet these needs:
- By facilitating the usually complex or costly after-sales processes.
- By enabling the service centre to take action directly without referring the user to other channels.
- By significantly improving the customer experience, thanks to a single, seamless response.
Handling after-sales in the mobility sector is a demanding business, often poorly supported by conventional solutions. Tesmo Customer Care responds to this challenge, in a market where few companies offer modular, integrable bricks designed for assistance centres.
Tesmo Customer Care: a solution designed for operators
One of the great advantages of Tesmo Customer Care is its ease of use:
- A clear, user-friendly graphical interface, accessible without advanced knowledge of ticket distribution.
- Rapid team training.
- Linear processes: identify a customer, find their order, find appropriate solutions.
In use at several customer care centres, notably in the PACA region in south-east France, Tesmo Customer Care saves significant operational time. By centralising actions, it limits cross-referencing between tools and improves overall service performance.
Discover our other Tesmo solutions
Tesmo Passenger Info
Reliable timetables, multimodal routes, real-time alerts: with the Tesmo Passenger Info service...
Tesmo White Label
To implement the mobility policy of each mobility authority, SNCF Connect & Tech develops and designs white-label digital platform
Tesmo Payment Hub
To orchestrate all payments, our platform secures and simplifies financial transactions...