Case Study: Eurostar achieves faster compensation and $6M in annual savings with Salesforce DMP

Eurostar keeps the customer experience on track with online apps, social conversations, and 360-degree profiles

Eurostar, the high-speed rail operator connecting London with major French and Belgian cities, needed a way to deliver a consistently “delightfully easy” travel experience while reducing contact-center strain during disruptions. Customers wanted help before, during, and after journeys—booking advice, compensation, loyalty queries—but legacy systems and slow processes meant long waits and a high volume of disruption-related calls.

Built on the Salesforce Platform (Service Cloud, Marketing Cloud and Lightning), Eurostar deployed web chat, self-service knowledge, and apps that let passengers claim compensation in four clicks and arrange alternative travel. The result: web-chat responses under 10 seconds, compensation paid within 24 hours instead of weeks, disruption-related calls down from ~25% to <5%, up to $6M annual reduction in compensation liability, eight legacy systems retired, and roughly 80% of queries handled via the new solution.

Eurostar

Simon Shaw

Head of Customer Contact Strategy