Case Study: Eurostar achieves faster, personalized omni-channel customer service and $6M compensation savings with Salesforce Marketing Cloud

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

Eurostar, which carries more than 10 million passengers a year between London and continental Europe, aimed to move beyond “good” service to deliver a consistently outstanding, low-effort travel experience. The company faced high volumes of disruption-related contacts, slow compensation processing, and fragmented customer data across multiple systems, which made it harder to engage customers before, during, and after their journeys.

Using the Salesforce and Lightning platforms Eurostar built fast self-service and agent apps, a 250‑article knowledge base, and centralized 360° customer profiles. A four‑click compensation app cut payout times from weeks to under 24 hours, reduced disruption calls from ~25% to <5%, and lowered compensation liability by up to $6M a year; meanwhile Service Cloud consolidated systems (retiring eight legacy tools), handles 80% of queries, cut some frequent-traveler call times by 70%, and enables personalized Marketing Cloud and social engagement.

Eurostar

Simon Shaw

Head of Customer Contact Strategy