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Eurostar replaces Oracle RightNow with Salesforce to improve customer service

Matthew Finnegan | May 28, 2014
Eurostar has implemented Salesforce CRM to improve customer service for passengers, replacing a number of applications including Oracle RightNow.

He says that, in the past, updating its systems to handle customer complaints would have required significant work.

"We couldn't place a specific process at the call centre to handle these cases [before Salesforce]. To do that they needed to have a modification in their system. With Salesforce, from the idea until it was done, took less than two days. There is no way you can do that with other systems, because they are not designed to do that — Salesforce is a cloud system and it is able to be extended."

Salesforce UK data centre

According to Kerviler, concerns around data privacy or data sovereignty were not a prohibitive factor for using the cloud with Eurostar. However he said that the prospect of Salesforce opening a UK data centre will have a number of benefits for the company in terms of meeting new and old regulations.

"It will make it even easier for us [to comply]. The data privacy rules are going to get stronger and stronger in the future because there will always be abuse on one side, so the regulator will make stronger rules," he said.

"In addition there are new laws on immigration, which may require that we store more information about our passengers, and that information will need to be stored in the UK."


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