Eurostar tracks improved customer service

Train operator Eurostar is implementing customer relationship management (CRM) software to improve communications between its international sales teams.

The company has four separate sales teams, three focused on leisure and corporate markets and one on international sales, based in the UK, France and Belgium.

Eurostar wanted a system that would increase transparency between the teams to enable them to build on its customer service levels.

‘We were particularly keen on a system that was easy to use and highly configurable,’ said director of UK and international sales Emma Harris. ‘We chose Saratoga CRM, which can be easily customised to grow with our teams as they develop and offers an excellent management reporting facility.’

Eurostar believes the software will improve sales, marketing and customer service effectiveness and improve the visibility of critical sales data across all teams to ensure faster customer response times.

‘With the introduction of this new CRM system, I am confident that we will quickly see the benefits, since it will provide us with a flexible management reporting tool, while also giving us transparency in our interaction with our accounts,’ added Harris.
‘The ability to share information across all teams will take our salespeople to the next level in terms of professionalism, efficiency and customer service.’

Based on an open, flexible architecture, Saratoga CRM also provides rich, proven functionality, reliable synchronisation, and integration with backend systems. The single unified database provides robust data distribution and complete, real-time access to accurate customer data.

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Further reading

Eurostar overhauls call centre operations software

UK considers electronic borders

Eurotunnel lines up interactive content