News : Eurostar Rolls out Oracle RightNow with Salesforce
May 27, 2014 -- Eurostar has rolled out Salesforce CRM to improve customer service for passengers, replacing a number of applications.
The high speed rail service previously relied on up to 13 applications for call centre staff to deal with customer complaints, during and after a call. According to Eurostar’s CIO, Antoine de Kerviler, the introduction of a Salesforce customer relationship management (CRM) system allowed the company to improve management of complaints and simplify some of its processes, freeing up time on calls to help improve the service.
"The aim is to provide a better service to our customers. Instead of our staff wasting 20 seconds concentrating on switching applications, they can spend it listening to customers," he said.
"It is a big difference – it means that they don’t have to wait for the computers, they can give advice about things to do in Paris, for example, and give a much better service. It helps to generate more business by having better relationships with customers - if customers are happy they will come back and they will recommend you, and they won't go to the competition."
According to Kerviler, concerns around data privacy or data sovereignty were not a prohibitive factor for using the cloud with Eurostar. However he said that the prospect of Salesforce opening a UK data centre will have a number of benefits for the company in terms of meeting new and old regulations.
"It will make it even easier for us [to comply]. The data privacy rules are going to get stronger and stronger in the future because there will always be abuse on one side, so the regulator will make stronger rules," he said.
"In addition there are new laws on immigration, which may require that we store more information about our passengers, and that information will need to be stored in the UK."
Posted by Veronica Silva Cusi, news correspondent
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