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Daniel Edwards, Heathrow VIP and Premium Services Lead
Heathrow is the UK’s only hub airport. In 2019, it saw 81 million passengers passing through.
Heathrow offers a private VIP service for the world’s most discerning passengers. Bypassing the main terminals and other passengers, offering relaxation in total privacy in personal lounges, where check-in and security are taken care of. It is a seamless, private and personal travel service.
The VIP Challenge
The previous system Heathrow used for its VIP service was offline and manual, leading to the following challenges:
- Booking speeds were not as fast as they could be
- The user experience had added complexities
- The sales process was not “end-to-end”, meaning it could not be carried out using one system
BrightGen’s Solution
- Implemented Salesforce Experience Cloud to enhance the booking experience for those looking to travel
- Integrated the VIP Community to a payment gateway
- Introduced Salesforce Service Cloud to streamline allocation of lounges and luxury services
- Implemented Salesforce Sales Cloud to manage relationships with key corporate accounts
Results
- 6.7% increase in revenue YoY, including Jan 2020 as their best performance month on record
- Increased process efficiency
- Heathrow can now analyse drop-off and take action accordingly to increase conversion rates
- Ability to take split payments across credit cards, invoices, vouchers and pre-paid credit
- Customers can now self-serve and book return journeys as a single booking
- Team able to make instant updates to the Community to reflect changes, for example, during COVID-19
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