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This enterprise cases study explores the deployment of new customer service capabilities at a European transportation company.


  • Eurostar, the cross-channel, international high-speed rail service transporting passengers between the UK and mainland Europe, deployed Salesforce Service Cloud in two phases to replace a disparate set of often bespoke, customer service systems, with no single customer view across the three functional areas, or the wider business.

Features and Benefits

  • Evaluate the evolving customer service requirements faced by B2C businesses today.
  • Understand how technology was applied to meet the challenges faced.

Key questions answered

  • What features were deemed most valuable in the selected customer service solution?
  • How did the organization benefit from rolling out new capabilities to its customer service organization?

Table of contents


  • Author

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