The Challenge

Slow, manual systems creating poor user experiences.

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

The Solution

A centralized, modern Salesforce Service Cloud platform.

Our teams identified Heathrow’s pain points, developed a strategy, and crafted the following solutions: 

• 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 

The Results

Higher revenue, increased process efficiency, better customer experiences.

Through our partnership, Heathrow experienced: 

• 6.7% increase in revenue YoY, including Jan 2020 as their best performance month on record  

• Increased process efficiency and enhanced customer experience 

• Heathrow can now analyze drop-off and act 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 

We trust Credera with our highest profile customer details – trust is everything to us. Then through the pandemic, Credera was always on hand to help – like that friend you can go to when things around you go wrong.