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Eurostar

“Eurostar’s objective is to build both business and leisure traffic on the London/Paris

and London/Brussels travel routes. Business intelligence solutions from Business

Objects have helped improve operational efficiency, maintenance, and on-time

performance. These improvements will both enhance customer service and enable

Eurostar to work towards further maximizing capacity.”

Shreya Patel, Head of Business Data Management, Eurostar

Easy Access to Reliable Data

Eurostar believes that providing an excellent

customer experience is fundamental to the

company retaining its position as the primary

high-speed rail service route for business

and leisure customers between London

and Paris/Brussels.

In 2007, the company will benefit from the

opening of the new St. Pancras International

station in London, extending the high-speed

link. To maximize this new service and help

understand its market better, Eurostar

requires a cross-organizational information

management platform that combines

departmental information to attain key

business information in an easy-to-access and

reliable manner. This insight into train

punctuality, maintenance, and customer

experience will enable the company to

maximize operational efficiency and deliver

excellent customer service.

Patel explains, “A single, consolidated

information platform will enable improvements in

both business efficiency and the customer

experience.”

BI Enhances OperationalPerformance

Eurostar is using business intelligence (BI)

technology to attain insight into operational

performance from a range of data sources.

The company uses BusinessObjects Web

Intelligence to provide staff with the ability to

query, report, and analyze information stored

in various business applications. Users can

monitor components that impact customer

satisfaction—such as data on customer

complaints, train maintenance, punctuality, as

well as information on finance, procurement,

and IT performance.

To share key information quickly with a larger

number of users, Eurostar uses

BusinessObjects Broadcast Agent Scheduler to

CHALLENGE

1 To optimizeoperationalperformance

1 To achieve a singleview of thecustomerexperience

SOLUTION

1 BusinessObjectsWeb Intelligence,BusinessObjectsBroadcast Agent,andBusinessObjectsScheduler to deliverweb-based reportsand analysis

BENEFITS

1 Improvedinformationrelevance andtimeliness

1 Improved on-timeperformancethrough automatedreporting

1 Enhanced customerservice

O P T IMIZ AT I O N O F PA SSEN GER A ND FREI GH T T R A NSPO R TAT I O N

United Kingdom

139S E R V I C ES

automatically distribute reports via multiple media

including the web and email distribution. Blueprint

Management Systems has worked closely with

Eurostar to architect these BI solutions.

“Eurostar’s objective is to use Business Objects BI

solutions to deliver accurate and consistent

information across the business,” says Patel.

Increased Market Share ViaExcellent Customer Service

Eurostar now has the ability to track, understand,

and manage key business drivers for customer

satisfaction, including train punctuality and

customer service. Staff receive daily automated

reports that update them on the status of train

maintenance and alert them to delays. More timely

and improved access to information is enabling the

company to respond faster to customer complaints

and manage the refund process more efficiently.

The BI solution is also providing greater financial

insight. Spend analysis per cost-center supports

analysis of the impact of ticket sales on

revenue/yield. Eurostar is also undertaking

analysis of its procurement processes—combining

vendor response history, lead time, and contract

monitoring with volume and business value.

Eurostar has already improved operational

efficiency, leveraging enhanced information to

respond faster to customer complaints.

Looking forward, the company plans to combine

information on service performance—including

staff levels and punctuality—with customer

feedback to gain a comprehensive understanding

of customer behavior and the overall customer

experience.

The company is also planning to extend its BI

infrastructure through the use of BusinessObjects

Data Integrator to consolidate information from

disparate data sources across the company. This

tool will help Eurostar attain a complete view of its

customers and give management with access to

critical information to drive improved performance

and higher capital returns.

Improved customer insight will play a key role in

determining the ways of managing customer care

and relationships when the new high-speed link is

opened in 2007.

Excellent customer service is fundamental to

Eurostar’s success. Business Objects solutions are

a key factor in providing us with a comprehensive

view of our operational performance. As a result,

we can drive customer satisfaction and loyalty for

tomorrow.

About Eurostar

1 Activity:High-speed rail service

1 Sales figures:£214 million

1 Staff:1,500

1 Date founded:1994

Eurostar is a fast rail service directly linking the UK to France and Belgium via the

Channel Tunnel. Eurostar runs up to 14 services to Paris and nine to Brussels daily.

The company has a 57% share of the London/Brussels route and a 65% share of the

London/Paris route.

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