Customer Services & IT
The Customer Services & IT direction is responsible for the distribution strategy for domestic and international passenger transport, all sales channels, marketing, brand strategy, and the promotion of train and fare offers. This direction also manages customer service, passenger support during their journey, as well as the coordination of intermodality and innovation within SNCB-NMBS. The IT direction, on the other hand, is responsible for the digital transformation of the company, aiming to improve the experience of employees and passengers while ensuring cybersecurity.
Missions
The Customer Services & IT direction is responsible for:
- The distribution strategy and all sales channels for domestic passenger transport.
- Designing and implementing the international distribution policy in collaboration with Strategy & Legal.
- Market research and customer projects such as 'Customer-Central'.
- Marketing (policy per customer segment, product development, pricing policy, customer data management).
- Branding (brand policy).
- Customer communication (promoting our offer, delivering the right message to the right target at the right time through the right channel).
- Sales in stations and to corporate and institutional customers (B2B).
- Digital sales channels.
- Backend IT systems to support international distribution and carrier activities via subsidiary BeNeRail.
- Customer service (contact centre and customer care).
- Passenger support during their train journey to better serve the customer (safety, punctuality, information).
- Promotion and coordination of intermodality and innovation within SNCB-NMBS.
Major Projects
In domestic traffic:
- Developing our product range and pricing policy (e.g., FlexAbo launched in 2023).
- New leisure pricing policy by 2025.
- Developing digital tools to further assist customers during their travel experience.
- Customer data management platform to better understand our customers and communicate more targeted messages.
- Future TVM (to be deployed from late 2024/2025).
- Developing close collaboration with other mobility operators (STIB, de Lijn, TEC).
In international traffic:
- Expanding international destinations offered for sale (800 km <6h) in collaboration with major European railway operators.
- Introducing close collaboration between the aviation and railway sectors (AirRail: combined flight and train tickets).
- Improving digital tools for the travel experience.
- Revising partnerships and commission systems.
- Developing the product and service offerings of BeNeRail.
Transversally for SNCB-NMBS
- Customer Experience Management to understand customer expectations.
- Innovation serving the customer through the Innovation Lab and Innovation Community.
