Eurotunnel LeShuttle Freight
Eurotunnel LeShuttle Freight ensures digital transformation is on track with Microsoft Dynamics 365 and Hitachi Solutions
The Customer
Since its inception, Eurotunnel LeShuttle Freight has always been at the forefront of technology. Eurotunnel LeShuttle Freight 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 LeShuttle Freight 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 LeShuttle Freight 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 LeShuttle Freight 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 LeShuttle Freight 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 LeShuttle Freight 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 LeShuttle Freight’s requirements and deliver the best options for them. By implementing Dynamics 365, — Eurotunnel LeShuttle Freight 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
Lifetime Services (LTS)
Following a successful deployment, Eurotunnel LeShuttle Freight chose to continue its collaboration with Hitachi Solutions through the Lifetime Services (LTS) program — a continuous support model designed to ensure long-term value from the Dynamics 365 solution.
This model is built on a proactive partnership, focused on efficient support and deep business alignment:
-
Targeted responsiveness: Timely, tailored responses aligned with Eurotunnel LeShuttle Freight’s priorities, offering practical advice to support internal developments.
-
Prioritisation support: Our consultants work closely with business teams to evaluate requests and guide functional decisions.
-
Client-driven scenarios: The roadmap is often shaped directly by Eurotunnel LeShuttle Freight, ensuring the relevance of future developments.
-
Advice and best practices: On change management, the integration of additional activities, and optimising operational responsiveness.
“Beyond managing our change requests, LTS regularly offers help on related topics to make our day-to-day easier.”
Eurotunnel LeShuttle Freight
Looking ahead:
Eurotunnel LeShuttle Freight continues to expand its Dynamics 365 CRM ecosystem and integrate it with third-party applications such as ClickDimensions and DocuSign, with the ongoing support of Hitachi Solutions. After enhancing processes for contact, contract, and account management — including the addition of new customer profiles and query categories — new priorities are emerging. These include streamlining the solution roadmap, boosting user adoption, consolidating applications, and improving data quality.
Eurotunnel LeShuttle Freight is also exploring AI-powered solutions, including Microsoft Co-Pilot and the integration of a ChatBot as part of the redesign of the “Driver Info” application, dedicated to Freight drivers. Providing real-time service updates for LeShuttle Freight customers, the app supports a broader customer retention strategy in response to competition from alternative cross-Channel routes.
Hitachi Solutions is supporting Eurotunnel LeShuttle Freight in driving this momentum forward — ensuring the continued evolution of a CRM that has become strategically vital.