Cross-channel company uses Business Discovery platform from QlikTech to delve into data and improve customer service
QlikTech (NASDAQ: QLIK), a leader in Business Discovery – user-driven Business Intelligence (BI), have announced that Eurotunnel Le Shuttle has deployed its QlikView Business Discovery platform to help it better understand data and improve the customer experience on its passenger shuttles.
Eurotunnel has been awarded the concession for the Channel Tunnel until 2086 and operates Shuttle trains between Folkestone and Coquelles giving passage to both passenger and freight trains from other operators. Le Shuttle is the fastest, most reliable, easiest and most environmentally-friendly transport system for crossing the Strait of Dover. Since 1994, more than 284 million passengers and 57 million vehicles have used the Tunnel. QlikView’s powerful in-memory search functionality helps Eurotunnel Le Shuttle to analyse data from across the business, whether sales information, the impact of marketing campaigns, social media mentions, business planning or managing call centre resources – all to ensure that the customer is getting the best experience possible.
QlikView is being used by the sales team to help Eurotunnel Le Shuttle to understand its customers better; their purchasing methods and patterns, geographical location and the impact of marketing campaigns. It is used to assess business demand to plan capacity at the most effective times including allocating additional shuttles to manage demand. Measuring business performance against budget and targets on a daily, weekly and monthly basis is now a simple routine. The delivery of regular forecasts to the operational teams enables them to better allocate resources, for example the provision of refreshments and staffing levels at the exclusive FlexiPlus lounge for customers requiring complete flexibility. The ability to link data easily has improved fraud detection by linking data across millions of bookings to identify potential risks.
As QlikView also incorporates information from social media platforms, the marketing team can analyse how they are being mentioned online in order to get an idea of customer sentiment. They can then quickly take on board what’s being said and prioritise service improvements.
“We needed a business dashboard and analysis tool that could give all members of staff access to the same data at the same time. Our previous system was slow and inefficient, with different staff members and different teams working off different versions,” comments Paul Lymath, Strategic Planning & Analysis Manager at Eurotunnel. “QlikView has dramatically increased the effectiveness of our reporting. We used to spend 75% of our time collecting data and only 25% of time analysing it. It’s now the other way around and we have more time to use the system and find out how we can make our service the best possible for our customers.”
Sean Farrington, RVP Northern Europe & MD UK & Ireland at QlikTech continues, “Eurotunnel manages one of our most important travel networks and we’re thrilled to be able to help them access their data in order to improve their customer experience. It’s great that they’re using QlikView to improve customer service both by looking at their own customer data, and by drilling into what’s being said about them online.”