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The Customer

Since its inception, Eurotunnel has always been at the forefront of technology. Eurotunnel has undertaken a comprehensive digital transformation of the whole company and intends using the new digital tools now available on the market to streamline and enhance customer experience, while also boosting company efficiency.

As the concessionaire for the Channel Tunnel, which was inaugurated in 1994, Eurotunnel is a vital link between the United Kingdom and Continental Europe. Every year, more than 20 million passengers take the tunnel with vehicles and so do more than 1.6 million trucks.

“The old CRM didn’t really meet our needs,” confirms Virginie Vermeulen, Freight Sales Support Manager. “For example, we wanted to dispatch paperless legal documents and to transmit e-mails in an integrated way.”

Eurotunnel has chosen Microsoft Dynamics 365 CRM because “it is the only solution that meets these criteria”, she says. “And also, because it integrates seamlessly with our Microsoft Office 365 ecosystem, especially in emails and calendars, which is a real asset”.

The Challenge

In 2017, Eurotunnel decided to improve the promotion of its service for transporters and undergo a digital transformation project across the entire company. As part of their transformation strategy utilising Microsoft Dynamics 365, within 5 months Eurotunnel wanted to:

  • Simplify and Digitise Customer Relations
  • Improve the Customer Experience
  • Find a single tool for their European wide sales team
  • Work with an organisation with a pan-European workforce

The Solution

Eurotunnel needed a complete replacement of their legacy Customer Relationship management system which was accessible from everywhere with the desired result is to improve commercial sales and negotiations with key accounts. Hitachi Solutions’ European presence and extensive experience across Microsoft Dynamics 365 enabled the team to quickly define Eurotunnel’s requirements and deliver the best options for them. By implementing Dynamics 365, Eurotunnel now have:

  • A single common CRM tool with a 360-degree view
  • Microsoft D365 data security in the cloud
  • Dashboards with real time and predictive analytics

Initial results have been very positive and open up great possibilities: our salespeople have adopted Microsoft Dynamics 365 and now have access to real-time data, whether from their computer, smartphone or tablet, whenever they are on the move.

Virginie Vermuelen
Freight Sales Support Manager

The Future

After a successful implementation of Microsoft Dynamics 365 CRM, Eurotunnel have continued with further projects with Hitachi Solutions including integration of Microsoft Dynamics Customer Engagement with Eurotunnel’s telephony systems and customer portal integration. Hitachi Solutions continue to offer expert support through pan-European managed services team. The organisation is flourishing with its new CRM solution, with benefits being realized across all areas of the business across Europe.