Thanks to the recording of all customer inquiries, we can resolve defects and customer problems significantly faster. Johann-Josef Jossen, Head of Contact Center, SBB SBB improves customer experience with ServiceNow Industry: Transportation Location: Bern, Switzerland People: 33,500 employees Products: • Customer Service Management Journey for improvement SBB, Swiss Federal Railways, transports around one million passengers and 185,000 tons of freight every day. With 3,260km of routes covered by 10,772 trains daily, SBB still achieves 92.6% train punctuality for passenger services. SBB firmly believes and practices that listening to customers is part of a comprehensive continuous service improvement strategy. Its contact center handles more than three million custom

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