Case Study: Eurotunnel achieves streamlined customer experience and real-time mobile CRM with Microsoft Dynamics 365

Eurotunnel transform their customer relationship management with Microsoft Dynamics 365

Eurotunnel, the concessionaire of the Channel Tunnel linking the UK and continental Europe and serving over 20 million passengers a year, set out to modernize its customer relationship management as part of a company-wide digital transformation. The legacy CRM could not support paperless legal document dispatch, integrated email and calendar workflows, or mobile access and a unified 360° customer view—limitations that hindered sales and marketing alignment and operational efficiency.

Eurotunnel selected Microsoft Dynamics 365 and engaged Hitachi Solutions to prototype, run workshops, test in real situations and deliver multilingual, on-site training. The rollout delivered fast adoption by sales teams, real-time, cross-device access to customer data, paperless document transmission, and improved efficiency; analytics dashboards add predictive insight and the platform’s scalability supports planned enhancements such as phone-integrated customer screen pops.

Eurotunnel

Virginie Vermeulen

Freight Sales Support Manager