Case Study: Making waves with agile digital transformation
Making waves with agile digital transformation
How Intergence has helped a well-known Ferry company transform its service
Background & challenges
In recent years, the company has faced growing competition from budget airlines such as Flybe and EasyJet. To retain and expand market share, it was essential for our client to improve both its offering and to reinvigorate its customer service.
Unfortunately, there was a major obstacle – the company’s IT infrastructure. The usual plethora of unintegrated systems, common too many organisations, relied on a lot of manual intervention and unstructured processes that led to needless mistakes and time consuming troubleshooting. Worse, multiple databases made it all but impossible to integrate customer information in one place, leading to lost opportunities.
To address the issue, our client initiated a five-year plan to achieve the recovery and growth it aimed for – with digital transformation at its heart. Within 18 months, the company had identified some 300 changes it needed to make. This in turn created a new problem: how to turn so many insights into an action plan for change?
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Now it has multi-dimensional business-critical reporting, our client can now analyse and compare any variables – from correlating wave height to the amount passengers spend in Duty Free! One early insight even found that certain trips correlated with all stocks of Toblerone bars being sold.
Our client is a long-established ferry company that was founded in the 1960s to provide a passenger service to France. It now operates a variety of routes and carries over 1 million passengers, 200,000 passenger vehicles and over 100,000 freight vehicles each year. Today its fleet includes a fast car ferry, a freight-only vessel and a conventional car, passenger and freight ship. In recent years, a £50m high-speed trimaran entered service for the first time
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