Case Study: Virgin Trains achieves faster collaboration and higher customer satisfaction with Box

Virgin Trains Powering a higher degree of customer service on the go and in the cloud

Virgin Trains, which runs 13 million journeys a year across the U.K., prioritizes customer service and had made digital transformation central to improving its customer satisfaction index. The company faced slow, complex on‑premises IT—email and file servers that made collaboration cumbersome, long delays sending large files, mounting storage constraints, and a need to meet GDPR data‑residency rules.

Virgin Trains moved to a cloud‑first “Smarter Working” model, migrating key services to Box and Office 365 with partner support. The change enabled instant sharing of large files via links, real‑time co‑editing, scalable secure storage with encryption and UK data residency (Box Zones), and faster device recovery—giving employees back hours of productivity, improving collaboration on the go, and helping the company stay compliant while unlocking future use cases like intelligent CCTV analysis.

Virgin Trains

John Sullivan

Chief Information Officer