Case Study: Eurostar achieves faster, personalized travel experiences and up to $6M annual compensation savings with Salesforce

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

Eurostar, the high‑speed rail operator carrying over 10 million passengers a year between the UK, France, and Belgium, needed to make travel “delightfully easy” by reducing friction across booking, disruption handling, and post‑travel support. With slow legacy processes, high volumes of compensation queries and fragmented contact‑center systems, the company sought a way to engage customers before, during and after journeys across digital and social channels.

Eurostar built omni‑channel apps and a knowledge base on the Salesforce Platform (Service Cloud, Marketing Cloud and Lightning), added fast web chat and consolidated 360° customer profiles. The results: a four‑click compensation app that delivers payouts in under 24 hours (down from 4–6 weeks), disruption‑related calls dropped from ~25% to <5%, compensation liability fell by up to $6M/year, 80% of queries are handled through the platform, and call times for frequent travelers have been cut by as much as 70%, while personalized messaging and social engagement improved customer satisfaction.

Eurostar

Simon Shaw

Head of Customer Contact Strategy