Reimagining the way customers transact
Truth
B-Rail (SNCB), the national rail network of Belgium, turned to 20.20 to provide an innovative response to their customers’ changing needs and behaviours.
We helped them move from a transactional ticketing service provider to mobility experts, changing the way they interact with their customers and hugely improving the experience and operational efficiency of their ticket offices.
Change
We have created an innovative customer experience within a new physical retail environment that B-Rail can scale across all formats. The new retail concept answers the evolving needs of B-Rail, its colleagues and its travelling customers.
Customers connect with B-Rail staff in an open and friendly space that encourages personal interactions and is supported by new digital touchpoints.
A refreshed B-Rail brand enlivens this space; colour, materials, signage and a revitalised service proposition ensure the brand’s values are brought to life in an environment that’s more than a place to buy train tickets; it’s a destination for anyone on the move.
Success
+ With B-Rail, we reshaped and reimagined the way customers and colleagues transact, humanising the overall experience. The pilot store opened in Namur in early June to great reviews.
+ “It has been a great journey for us to work with 20.20. You have translated our main objectives into a concept where everything is customer centric. It reflects exactly with B-Rail stands for” – Alex Smeyers, Customer Solutions and Innovations Manager
