Case Study: Eurotunnel
Our Expertise and Experience
- Information Architecture
- User Experience
- Digital Marketing
- Design
- Website Development
- Segmented Email Marketing
- Bespoke Software Build
- Software training for all users
Brief:
To refresh the customer experience so it was far easier to identify travel costs and availability and thus improve online sales.
Our Solution:
Starting with a research process that helped to identify customer's frustration with the existing site and other similar sites (ferrys/airlines), we took the feedback and developed a customer journey that was as simple as possible and helped a user identify the 'product' for them easily and then go on to buy online.
Working with the IT team in France we had to turn this user experience in to something that dovetailed with their legacy booking system so that it was logical and workable. Once we had resolved the backend integration we then designed and programmed a user interface that went through a usability testing process and ultimately ended up with the solution you see today.
As well as dramatically reducing the amount of calls to the call centre, telephone bookings improved and online sales improved over 12% overnight.
The Result
"Working with Sagittarius Digital has been a great choice. We needed an agency that understood our customer and marketing needs and at the same time had the technically ability for a site as high profile and demanding as ours".
Director Passenger Division, Eurotunnel PLC
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