Story highlights
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At a glance
- Industry - Transport and Logistics
- Region - Europe
- Company Size - 2700+ employees
- Project - Company-wide digital transformation
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Products & Services
- Microsoft Dynamics 365 CRM
- Microsoft 365
- ClickDimensions
- DocuSign
- Hitachi Solutions Lifetime Services (LTS)
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Results Snapshot
- 5 months to go live, replacing the legacy CRM
- 360° single view of every freight customer
- Real-time analytics on any device, in the office or on the move
- 1 common CRM tool for the whole European sales team
The Customer
Since its inception, Eurotunnel LeShuttle Freight has always been at the forefront of technology. As the concessionaire for the Channel Tunnel, which was inaugurated in 1994, it is a vital link between the United Kingdom and Continental Europe. Every year more than 20 million passengers travel through the tunnel with their vehicles, and so do over 1.6 million trucks.
The business has undertaken a comprehensive digital transformation of the whole company, intending to use the new digital tools now available on the market to streamline and enhance the customer experience while also boosting company efficiency. For an operation of this scale and strategic importance, the systems behind its freight sales are central to staying competitive.
The Challenge
In 2017, Eurotunnel LeShuttle Freight decided to improve the promotion of its service for transporters and to undergo a digital transformation project across the entire company. As part of its transformation strategy using Microsoft Dynamics 365, the business set out, within five months, to:
- Simplify and digitise customer relations
- Improve the customer experience
- Find a single tool for its European-wide sales team
- Work with an organisation that has a pan-European workforce
The existing system was holding it back. “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 emails in an integrated way.” Eurotunnel LeShuttle Freight chose Microsoft Dynamics 365 CRM because, she says, “it is the only solution that meets these criteria, and also because it integrates seamlessly with our Microsoft Office 365 ecosystem, especially in emails and calendars, which is a real asset.”
The Solution
Eurotunnel LeShuttle Freight needed a complete replacement of its legacy customer relationship management system, accessible from everywhere, with the goal of improving commercial sales and negotiations with key accounts. Hitachi Solutions’ European presence and extensive experience across Microsoft Dynamics 365 enabled the team to quickly define the requirements and deliver the best options.
By implementing Dynamics 365, Eurotunnel LeShuttle Freight now has:
- A single, common CRM tool with a 360-degree view
- Microsoft Dynamics 365 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.
Why Hitachi Solutions
Eurotunnel LeShuttle Freight needed a partner with a genuine pan-European footprint and deep Dynamics 365 expertise, able to define its requirements quickly and deliver across borders. Following the successful deployment, the business chose to continue the relationship through Hitachi Solutions’ Lifetime Services (LTS) programme, a continuous support model built on a proactive partnership, targeted responsiveness, prioritisation support, client-driven roadmaps, and advice on change management and best practice.
Beyond managing our change requests, LTS regularly offers help on related topics to make our day-to-day easier.
The Benefits
- A single, common CRM with a 360-degree view of every freight customer
- Microsoft Dynamics 365 data security in the cloud
- Dashboards with real-time and predictive analytics
- Real-time access for salespeople on computer, smartphone or tablet, wherever they are
- Ongoing value through the Lifetime Services partnership, with proactive, business-aligned support
What’s Next?
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. Having enhanced its processes for contact, contract and account management, including new customer profiles and query categories, new priorities are emerging: streamlining the solution roadmap, boosting user adoption, consolidating applications and improving data quality.
The business is also exploring AI-powered solutions, including Microsoft Copilot and the integration of a chatbot as part of the redesign of its “Driver Info” application for freight drivers. By providing real-time service updates, the app supports a broader customer retention strategy in response to competition from alternative cross-Channel routes.
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