Focusing on the experience 14 Since it inaugurated service in 1994, EUROSTAR Eurostar has carried some 150 million passengers to and from the United Antoine de Kerviler Kingdom, France, Belgium, and CIO beyond, via the Channel Tunnel. The aim of the high-speed train service is to be the most loved travel experience in Europe, starting with making every customer interaction “delightfully easy.” EUROSTAR’S Founded: 1994 So Eurostar needed a technology EMPLOYEE SOCIAL HQ: London, England partner to help deliver those customer INTRANET Workforce: 1,800 experiences. CIO Antoine de Kerviler’s Industry: Transportation vision was to make Salesforce the centerpiece for collaboration and WHAT IS IT? customer knowledge at Eurostar. “With Employee social intranet. Salesforce, we have the most efficient and scalable cloud platform. It means WHAT DOES IT DO? our focus is on serving our clients, not building servers and managing Eurostar employees can share infrastructure,” says de Kerviler. real-time info from any device and collaborate to quickly They replaced their legacy intranet with help customers. a modern social community built on Force.com. When service disruptions HOW WAS IT BUILT? occur, Eurostar employees can share On Community Cloud and real-time info from any device. Travelers Force.com. use a custom Salesforce form to submit rebooking preferences. High-priority See how fast you can build cases are escalated and requested a mobile, social intranet. refunds are issued. Eurostar’s development roadmap includes building 15 to 20 additional apps to LEARN MORE replace manual processes across the business. Already in the works is a staff travel app where the discounted tickets employees receive as a corporate benefit will be managed. “Salesforce has enabled us to release applications in days or weeks, not months or years,” says de Kerviler. IT should never be the one slowing down the company when it comes to delivering something to our customers. Never. Antoine de Kerviler, CIO