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Eurotunnel LeShuttle Freight maximises its CRM in the long term with Lifetime Services (LTS)

Most organisations spend months, and significant budgets, deploying a CRM… but many stop there. The result? Partial adoption, frustrated users, and limited ROI.

What if we looked at it differently?

For Eurotunnel LeShuttle Freight, the choice was clear: after successfully implementing Microsoft Dynamics 365 CRM, the company committed to sustaining its digital transformation through Hitachi Solutions’ Lifetime Services (LTS) approach.

A CRM deployed in 5 months, built to last

In 2017, Eurotunnel LeShuttle Freight set out to transform its customer relationship strategy with Microsoft Dynamics 365 CRM. The goals were clear: modernise tools, unify sales processes across Europe, and enhance the customer experience.

Delivered in just five months with Hitachi Solutions, the project met its initial targets. But for Eurotunnel LeShuttle Freight, real success wasn’t just about speed, it was about ensuring the solution could evolve, adapt, and keep delivering value over time.

That’s why the company adopted the Lifetime Services model.

Why long-term support matters

In a dynamic organisation like Eurotunnel LeShuttle Freight, business needs evolve fast, from new processes and third-party integrations to regulatory shifts and internal restructures. A static CRM can quickly become a barrier.

The LTS model helps:

  • Keep the system aligned with real-world business use

  • Manage change without rebuilding from scratch

  • Continuously enhance the CRM and its integrations (e.g. DocuSign, ClickDimensions)

  • Leverage new Microsoft capabilities as they emerge

The goal is simple: to keep CRM a living, useful, and business-aligned solution.

A structured approach rooted in business context

Lifetime Services offers consistent support through:

  • A dedicated team: Eurotunnel LeShuttle Freight works with two permanent contacts, a Service Delivery Manager and a Solution Lead who understand the organisation, its goals, and constraints.

  • Regular touchpoints: Scheduled reviews help track requests, prioritise enhancements, and assess CRM usage.

  • A co-creation mindset: Most ideas and needs originate from Eurotunnel LeShuttle Freight’s business teams, then get evaluated and implemented collaboratively with the LTS team.

After 8 years of collaboration, we know we can rely on the Lifetime Services team to guide us through a wide range of change requests. They’re deeply engaged with our business challenges and proactively suggest relevant solutions.

Eurotunnel LeShuttle Freight

Boosting efficiency without starting over

One of LTS’s key strengths is its ability to continuously adapt the solution without restarting large-scale projects.

Examples of recent enhancements include:

  • Expanding account, contract, and SAP integration processes for new customer profiles

  • Adding new categories for support requests

  • Improving contact management with a new integration between an internal Azure B2C app and Dynamics 365, using Power Automate Flows

This approach is flexible but structured, each change is assessed for impact and prioritised before rollout.

Staying current, without the disruption

Another major benefit of the LTS model is the ability to stay up to date, without disruption.

With a deep understanding of the Microsoft roadmap and best practices, the Hitachi Solutions team supports Eurotunnel LeShuttle Freight in managing mandatory platform updates through:

  • Impact analysis of upcoming changes

  • Highlighting new features with potential business value

  • Technical support to prepare for and validate custom configurations post-upgrade

This ensures the CRM remains stable, relevant, and fully supported, with minimal disruption to day-to-day operations.

A partnership built to last

After more than eight years of collaboration, Eurotunnel LeShuttle Freight continues to evolve its CRM, not by starting over, but by building on what works: iterating, fine-tuning, and improving over time.

Lifetime Services supports:

  • Ongoing alignment between business needs and CRM capabilities

  • Long-term user adoption

  • Smooth, continuous evolution of the solution

  • Collaborative, insight-driven change

In a recent customer satisfaction survey*, Eurotunnel LeShuttle Freight gave the LTS team a 90% satisfaction score, citing their responsiveness and efficiency, a strong reflection of the trust built over the years.

*Survey conducted across all LTS clients. Average score: 89%.

Conclusion

Deploying a CRM is a major milestone, but true success is measured in the years that follow.

With Lifetime Services, Eurotunnel LeShuttle Freight has chosen a pragmatic, long-term, and structured approach that turns Dynamics 365 into a driver of everyday performance.

More than just support and maintenance, Hitachi Solutions has become a trusted partner in the ongoing evolution of their digital tools, helping ensure the CRM stays relevant, valuable, and aligned with business priorities in a constantly changing environment.